Minneapolis March 3, 2020 -- Calabrio, a customer experience intelligence company, has announced a technology integration with Twilio (NYSE: TWLO) and Twilio Flex, its programmable contact center platform.
The cloud-to-cloud integration fills a gap for modern contact centers looking for a customizable, data-driven environment by combining the capabilities of workforce engagement management (WEM) and contact center as a service (CCaaS).
"There is a shift in the marketplace as customers desire a connected environment rather than disparate systems or data siloes. To deliver on our customers’ need to aggregate this powerful data, we are partnering with leading telephony platforms to drive data-rich interactions for companies and their customers," said Matt Matsui, chief product officer at Calabrio. "To this end, we are strengthening our integration with Twilio and increasing the functionality across platforms based on flexible, customer-centric innovation. Both our companies put users at the center of everything we do, resulting in solutions that hit the mark for today’s modern organizations."
"Whether you have five agents or 50,000, Twilio Flex offers a highly customizable platform that works for any size company searching for a flexible cloud contact center product," said Elliot Goldwater, director of global business development Twilio. "Together, Twilio Flex and Calabrio ONE offer a seamless integration that enables dynamic scalability, increased productivity and a better customer experience."
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.
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Published: Wednesday, March 4, 2020
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