Calabrio, a customer experience intelligence company, announced that Cazoo, a UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the company’s expanding contact centre workforce. Cazoo’s frontline workforce has over doubled in size since implementing the WFM software. Calabrio WFM currently supports agents who handle thousands of voice and WhatsApp conversations every month as well as other types of multichannel interactions, including email, SMS and social media.
The new Calabrio solution which includes seamless integration with Amazon Connect, the cloud-based Contact Centre as a Service (CCaaS) from Amazon Web Services, was rolled out in 2020.
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Joanne Gilbert-Button, Resource Planning Specialist at Cazoo said, "We have achieved so much over the past year and we couldn’t have done it without Calabrio. To ultimately schedule hundreds of people with blended shifts incorporating multiple skills and multiple channels; as well as manage their annual leave and overtime just doesn’t bear thinking about without Calabrio WFM. Going forward we plan to release the full potential of the solution by integrating it with additional enterprise systems to monitor inbound and outbound trends and resource accordingly."
Olle Düring, Senior Vice President of Sales, International, at Calabrio said, "Our cloud-based solutions are ideally suited for dynamic and fast-growing businesses like Cazoo. They transform workforce scheduling and forecasting while the high levels of visibility and accessibility afforded are perfect for enhancing employee engagement. Our technology is also a powerful strategic tool, enabling organisations to truly understand the complexities of their contact centre environment. For example, better insight into headcount is vital intelligence that can be used to support an effective recruitment programme while simultaneously maintaining greater cost control. Furthermore, we always work closely with our customers, a collaborative approach that we believe is critical to the success of all technology implementations."
Calabrio, 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.
Published: Wednesday, March 2, 2022
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
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Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
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Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
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InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)