the customer experience intelligence company, today introduced a new
version of its Calabrio (News - Alert) 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."
Reimagined User Experience Blends Human and Artificial Intelligence
The latest version sets a new standard for Calabrio's mantra of easy,
personalized and smart. The radically modern and intuitive new user
experience capitalizes on the way people process large, complex amounts
of information. The design is based on a vertically oriented media
player that aligns with the way today's users consume information from
their smart devices, social media feeds and text threads. Natural
Language Processing (NLP)-driven search capabilities extract sentiment
scores from customer interactions, and present the results alongside
call and email transcripts, allowing business users to examine not only
the words but also the feelings behind their exchanges.
Calabrio's approach goes beyond the industry standard of bolt-on
business intelligence tools and introduces AI-driven analytics that are
embedded throughout the suite, enabling users to go beyond analysis and
visualization into action without needless interruption to their
Unified dashboard technology offers self-service and hyper-personalized
insights for every user, and enterprise-level key performance indicators
(KPIs) allow users to truly manage performance instead of simply
tracking metrics. Drillable data enables users to explore insights
multi-dimensionally and find the right level of information to answer
Continued Focus on Globalization and Enterprise Maintainability
Calabrio ONE's expanded globalization options address the unique
challenges of the global workforce with the ability to standardize
timelines and provide the flexibility to automatically adjust to the
needs of local offices and users.
Improved and expanded proactive suite-wide monitoring, notification and
configuration capabilities continue to ease enterprise administration
efforts and increase scalability. Additional auditing and alerting
functionality further ensures the overall stability, health and
performance of Calabrio ONE integrations with leading CCaaS partners.
And, new scheduling tools manage the workforce needs of geographically
diverse, large-scale and dynamic enterprise environments.
"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
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.
Calabrio is the customer experience intelligence company that empowers
organizations to enrich human interactions. Through AI-driven analytics,
Calabrio uncovers customer behavior and sentiment, and derives
compelling insights from the contact center. Organizations choose
Calabrio for its ability to understand customer needs and the overall
experience it provides, from implementation to ongoing support.
About Calabrio ONE
Calabrio is revolutionizing the way enterprises engage their customers
with Calabrio ONE, a unified workforce optimization (WFO)
suite-including call recording, quality management, workforce
management, voice-of-the-customer analytics, and advanced reporting-that
records, captures and analyzes customer interactions to illuminate
compelling insights, and improve the overall agent and customer
experience. Find more at https://www.calabrio.com/ and
follow @Calabrio on
Twitter (News - Alert).
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.
View source version on businesswire.com: https://www.businesswire.com/news/home/20190319005221/en/
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