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News : Calabrio Releases Its Latest Analytics-Fueled Customer Experience Intelligence Suite

#contactcenterworld, @Calabrio

Minneapolis & Orlando, Fla.-- Calabrio, a customer experience intelligence company,  introduced a new version of its Calabrio ONE suite at Enterprise Connect in Orlando, Florida.

Calabrio ONE version 11 reimagines the workforce optimization (WFO) user experience, allowing business users of all backgrounds to intuitively consume and act upon data with less effort and more precision by embedding analytics and business-driven visual discovery into everyday customer experience tools.

"We are fundamentally changing the way organizations work," said Matt Matsui, chief product officer at Calabrio. "Now everyone—regardless of their experience with analytics—can easily intake multiple streams of data simultaneously and use it to make fast decisions. The new version of Calabrio ONE opens opportunities for improved customer experiences and a more transparent customer journey. We’ve built it upon a new, deeper AI-powered and machine learning framework that sets us up to drive predictive, embedded analytics into everything we do in this release and beyond."

"Data is worthless unless you have the right data and then do something with it,"said Shep Hyken, customer service and experience expert, and chief amazement officer of Shepard Presentations. "The increased ability to mine data from different sources, and the ease in obtaining it can be a game-changer for any company that figures out how to use it properly; which is to give the customer a better experience. The innovative work Calabrio is doing helps organizations quickly pinpoint which data is most relevant and useful, then put it to action to deliver an amazing customer experience."

The transformed Calabrio ONE suite will be generally available in April 2019 and may be deployed in the cloud, on-premises or as a hybrid solution.

#contactcenterworld, @Calabrio


About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Outsourcing Service Agreements

Read today's tip or listen to it on podcast.

Published: Friday, March 22, 2019

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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