Business Wire

Calabrio Unveils New Platform for a New Era of Workforce and Customer Engagement

Share

Calabrio, the customer experience intelligence company, today unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020.

The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility and engagement demands of the modern contact center in the new era of work and customer experience.

The pandemic has shifted the world of work and elevated the importance of agility in the contact center via employee empowerment tools, intelligent workflows and automation, and visibility into agent-customer interactions through data-driven insights. With last year’s acquisition of Teleopti, Calabrio pledged to bring the two leading workforce management (WFM) offerings together under one unified WFM product. Calabrio delivers on this promise with the new Calabrio WFM – with the best of both products at its core – resulting in a fully integrated WEM suite poised to help customers accelerate change.

“Calabrio ONE is designed for the modern contact center, and part of that is having the agility to meet the moment – whenever that moment may come,” said Matt Matsui, Calabrio’s chief product officer. “Right now, it’s working from home and the impact from the pandemic. Tomorrow, it will be something else, and working from home will turn into working from anywhere; our agents will become free agents. But whatever the next challenge is, Calabrio’s goal is to provide a flexible platform that can quickly adapt to change. We’re proud that the new Calabrio ONE will help customers tackle their unique needs of the day and set them up for the future.”

As an agent-centric platform, Calabrio ONE empowers at-home or office-based agents with comprehensive self-service capabilities, including the ability to self-schedule, trade shifts, book time off and find overtime – all via a mobile app. In addition, intelligent automation in a new virtual assistant continuously seeks and offers up schedule opportunities for agents.

The new product also unlocks insights for planning, performance and wider workforce engagement. Arming users with predictive analytics and powerful reporting lets them understand the “why” behind the “what” of operations to facilitate improvements to the agent and customer experience. Connecting WFM to quality management and analytics within the suite helps further analyze flagged operational issues, identify root causes and drive meaningful changes to the enterprise.

“2020 has, of course, spawned many changes. One impactful shift is that customers value different things and make different decisions accordingly,” said Jay Baer, customer experience and marketing expert. “It's more vital than ever that businesses are flexible and agile in every aspect of customer service – gleaning insights from remote agent-customer interactions to understand how buyer preferences and behaviors have changed and what they can do about it.”

About Calabrio Customer Connect: October 27-28, 2020

Calabrio Customer Connect (C3) is Calabrio’s annual user conference where hundreds of customer engagement, analytics, workforce and quality professionals learn about the state of their industries, attend breakout sessions and roundtable discussions delivered by expert practitioners, and share best practices and lessons with peers. In 2020, C3 will be fully virtual and feature 55+ breakout sessions led by industry experts and contact center leaders discussing the latest technologies to deliver high-quality employee and customer experiences.

About Calabrio

Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models – and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at calabrio.com and follow @Calabrio on Twitter.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.

To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.

Contact information

Amy Fisher
612.455.1773
CalabrioPR@padillaco.com

About Business Wire

Business Wire
Business Wire
24 Martin Lane
EC4R 0DR London

+44 20 7626 1982http://www.businesswire.co.uk

(c) 2018 Business Wire, Inc., All rights reserved.

Business Wire, a Berkshire Hathaway company, is the global leader in multiplatform press release distribution.

Subscribe to releases from Business Wire

Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.

Latest releases from Business Wire

Piper Sandler Advises SK Capital on Sale of Niacet to Kerry21.6.2021 20:20:00 CEST | Press release

Piper Sandler & Co. chemicals & materials investment banking group (The Valence Group) announced today that it has advised SK Capital Partners on the sale of its portfolio company, Niacet Corporation, to Kerry Group plc for $1.015bn (€853m) on a cash-free, debt-free basis, subject to customary closing adjustments. Following the acquisition, Niacet will be integrated into Kerry’s global food protection and preservation platform. The transaction is expected to close by the end of the third quarter of 2021, subject to customary closing conditions and regulatory approvals. Niacet is a global market leader in technologies for preservation. It has clear leadership positions in Bakery and Pharma, and cost-effective low-sodium preservation systems for Meat and plant-based food across both conventional and clean label solutions. Niacet is differentiated by its proprietary drying and granulation process technologies in its key market categories of Bakery, Meat and Pharma. The business has custom

Pattern Computer Discovers New and Novel Methods for Reducing Flight Delays21.6.2021 19:49:00 CEST | Press release

Pattern Computer,® Inc. (PCI) is excited to announce the discovery of new insights that can lead to significant reductions in the flights delays experienced across the United States. According to the Federal Aviation Association (FAA)/Nextor, the estimated annual costs of delays, which includes direct costs to airlines and passengers, lost demand and indirect costs, in 2018 was $28 billion. Based on the Bureau of Transportation statistical data, 34% of all flights in 2018 experienced some type of departure delay and 18% of all flights experienced delays of 15 minutes or more, with an average delay of 66 minutes. The direct costs of those delays to airlines and passengers was $4.5 billion. PCI’s team assembled a novel, integrated dataset which encompassed the FAA flight, aircraft and operational network data, and relevant US national weather data for the 7.2 million US commercial passenger flights in 2018. Utilizing the Pattern Discovery Engine®, the PCI team was able to uncover a numbe

Sharjah Honours Kenyan Humanitarian Outfit, RefuSHE, for Pioneering Contributions in Child and Girl-Focused Refugee Development21.6.2021 15:45:00 CEST | Press release

RefuSHE, a Nairobi-based humanitarian agency founded in 2008 to address the significant, unmet needs for child and girl-focused refugee services in Kenya, was conferred with the 2021 Sharjah International Award for Refugee Advocacy and Support (SIARA) at a virtual ceremony. The $136,000 award, now in its fifth edition, is given annually by The Big Heart Foundation (TBHF), a UAE-based global humanitarian organization dedicated to helping refugees and people in need worldwide, in collaboration with United Nations High Commissioner for Refugees (UNHCR). This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210621005511/en/ During a training course provided by RefuSHE to refugee girls (Photo: AETOSWire) With the COVID-19 pandemic deepening the vulnerabilities of marginalized women and girls, the SIARA selection committee acknowledged the leading contributions of RefuSHE, a girl- and woman-centric humanitarian organization, for its effo

deWiz Making a Buzz After Closing out Series-A Funding With More Than 5 Million USD Investment21.6.2021 15:33:00 CEST | Press release

After more than five years of development, deWiz’s new wearable technology is going to market after closing out its Series-A funding round with more than 5M USD in new investment. The funding will fuel deWiz’s go-to-market launch strategy with a robust marketing plan, staffing to support growth and resources to ensure a healthy supply chain. Additionally, investment was synced with a new composition of the board of directors for deWiz, including Chairman of the Board, CEO and co-founder Christian Bergh; CTO and co-founder Markus Westerberg; World Golf Hall of Fame and business entrepreneur Annika Sörenstam; Newton Aguiar; and Erik Näsström. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210621005497/en/ deWiz wearable tech, a new golf training aid that helps golfers swing, feel and improve more quickly by providing instantaneous feedback via an electric pulse. (Photo: Business Wire) The science behind deWiz minimizes the gue

Membership Collective Group Announces Filing of Registration Statement for Proposed Initial Public Offering21.6.2021 15:32:00 CEST | Press release

Membership Collective Group (“MCG”), a global membership platform comprised of Soho House, Soho Works, The Ned, Scorpios Beach Club and Soho Home, and related digital platforms, today announced that it has filed a registration statement on Form S-1 with the U.S. Securities and Exchange Commission (“SEC”) relating to a proposed initial public offering of shares of its Class A common stock. The number of shares to be offered and the price range for the proposed offering have not yet been determined. MCG has applied to list its Class A common stock on the New York Stock Exchange under the ticker symbol “MCG”. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20210621005494/en/ Soho House New York (Graphic: Business Wire) J.P. Morgan and Morgan Stanley will serve as joint lead book runners for the proposed offering. Goldman Sachs & Co. LLC, BofA Securities and HSBC will be joint book runners. Citibank will serve as a co-manager. The

American Express Plans Live Audio Webcast of Second Quarter 2021 Earnings Conference Call21.6.2021 15:30:00 CEST | Press release

American Express Company (NYSE: AXP) plans to host a live audio webcast of its earnings conference call at 8:30 a.m. (ET) on Friday, July 23, 2021, to discuss second quarter 2021 financial results. The webcast will be accessible to the general public through the American Express Investor Relations website at https://ir.americanexpress.com/. The financial results and presentation materials are scheduled to be released and posted on the website at approximately 7 a.m. (ET) prior to the conference call, and an audio replay will be available on the website following the call. ABOUT AMERICAN EXPRESS American Express is a globally integrated payments company, providing customers with access to products, insights and experiences that enrich lives and build business success. Learn more at americanexpress.com and connect with us on facebook.com/americanexpress, instagram.com/americanexpress, linkedin.com/company/american-express, twitter.com/americanexpress, and youtube.com/americanexpress. Vie

The Blood Center of New Orleans Cooperates With Biolog-id to Enhance Visibility, Availability, and Traceability of Life-saving Blood Components21.6.2021 15:17:00 CEST | Press release

Biolog-id LLC, a developer and service provider of connected healthcare solutions, announced today its partnership with The Blood Center of New Orleans. Biolog-id’s cutting-edge technology will provide digital visibility to all platelet types in accordance with the new FDA bacterial risk control guidance. The biolog-id solution will support operational, distribution and planning decisions across the entire lifecycle of these strategically important products. The use of the biolog-id solution for the rare red blood cells inventory will streamline the management of this complex inventory, facilitating better internal cooperation and optimizing the fulfilment of customer orders. “We are firm believers in leveraging technology to improve the efficiency, quality, and safety of the blood supply,” said Billy Weales, President & CEO at The Blood Center. “Our cooperation with biolog-id allows us to achieve these goals with two of our most critical blood components – platelets and rare red blood