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News : Spark NZ Selects Calabrio as Part of Unified Front Line Initiative

#contactcenterworld, @Calabrio, @sparknzltd

New Zealand -- Calabrio, a customer experience intelligence company, has been selected by Spark, a New Zealand telecommunications and digital services company, to supply a cloud-based workforce management (WFM) solution as part of its Unified Front Line initiative. The initiative is a new way of working at Spark where employees are cross-skilled across multiple customer touchpoints and are part of an end to end "homebase". Resources will flow to where the customer is: contact centres, retail stores and at-home customer visits as demand requires. 

The new Calabrio WFM, with embedded Data Explorer reporting, replaces an on-premises platform and will manage the workload of frontline staff to accommodate peaks and troughs in customer demand across omni-channel touchpoints including voice, digital and in-person. 

With employee experience a key priority for Spark, the Calabrio self-service mobile app, MyTime, will provide employee engagement options by empowering agents with schedule and performance information direct to their smartphones. Employees have the ability to enter shift preferences, shift swap and process automatic holiday/leave requests, as well as easily move their own lunches and breaks via self-scheduling automation. 


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Daniel Cooper, Digital Lead – Consumer Channels from Spark commented, "The Unified Front Line (UFL) is a new way of working at Spark, based on simplification, mobility and flexibility. Using Calabrio workforce engagement management (WEM) software enables powerful multi-channel agility to meet customer demand. Investing in the right tools is an important part of improving both the customer journey, and the employee experience. Calabrio’s unique industry experience of delivering unified workforce management functionality across an organisation’s entire frontline was a key reason we selected this solution."

Peter Farnsworth, Regional Director – APAC, Calabrio concluded, "More often than not, when companies look to replace or upgrade their WFM they focus on replicating processes that worked yesterday not what is best for tomorrow, or even today. Spark are adopting a new and innovative approach focusing on balancing customer and employee experience. It is a concept we have been advocating for years, and to have the opportunity to work with an organization that shares the same beliefs as us is very exciting."

#contactcenterworld, @Calabrio, @sparknzltd


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 - Every Contact Counts

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

Published: Wednesday, April 14, 2021

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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