MN-CALABRIO,-INC.
Calabrio , the customer experience intelligence company, today unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020.
The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility and engagement demands of the modern contact center in the new era of work and customer experience.
The pandemic has shifted the world of work and elevated the importance of agility in the contact center via employee empowerment tools, intelligent workflows and automation, and visibility into agent-customer interactions through data-driven insights. With last year’s acquisition of Teleopti, Calabrio pledged to bring the two leading workforce management (WFM) offerings together under one unified WFM product. Calabrio delivers on this promise with the new Calabrio WFM – with the best of both products at its core – resulting in a fully integrated WEM suite poised to help customers accelerate change.
“Calabrio ONE is designed for the modern contact center, and part of that is having the agility to meet the moment – whenever that moment may come,” said Matt Matsui, Calabrio’s chief product officer. “Right now, it’s working from home and the impact from the pandemic. Tomorrow, it will be something else, and working from home will turn into working from anywhere; our agents will become free agents. But whatever the next challenge is, Calabrio’s goal is to provide a flexible platform that can quickly adapt to change. We’re proud that the new Calabrio ONE will help customers tackle their unique needs of the day and set them up for the future.”
As an agent-centric platform, Calabrio ONE empowers at-home or office-based agents with comprehensive self-service capabilities, including the ability to self-schedule, trade shifts, book time off and find overtime – all via a mobile app. In addition, intelligent automation in a new virtual assistant continuously seeks and offers up schedule opportunities for agents.
The new product also unlocks insights for planning, performance and wider workforce engagement. Arming users with predictive analytics and powerful reporting lets them understand the “why” behind the “what” of operations to facilitate improvements to the agent and customer experience. Connecting WFM to quality management and analytics within the suite helps further analyze flagged operational issues, identify root causes and drive meaningful changes to the enterprise.
“2020 has, of course, spawned many changes. One impactful shift is that customers value different things and make different decisions accordingly,” said Jay Baer, customer experience and marketing expert. “It's more vital than ever that businesses are flexible and agile in every aspect of customer service – gleaning insights from remote agent-customer interactions to understand how buyer preferences and behaviors have changed and what they can do about it.”
About Calabrio Customer Connect: October 27-28, 2020
Calabrio Customer Connect (C3) is Calabrio’s annual user conference where hundreds of customer engagement, analytics, workforce and quality professionals learn about the state of their industries, attend breakout sessions and roundtable discussions delivered by expert practitioners, and share best practices and lessons with peers. In 2020, C3 will be fully virtual and feature 55+ breakout sessions led by industry experts and contact center leaders discussing the latest technologies to deliver high-quality employee and customer experiences.
About Calabrio
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models – and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at calabrio.com and follow @Calabrio on Twitter.
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/20201027005687/en/
Link:
Social Media:
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
MarkLines Gen-AI Beta Version Released for Automotive Industry13.1.2026 01:00:00 CET | Press release
MarkLines Co., Ltd. (Headquarters: Minato-ku, Tokyo; President & CEO: Makoto Sakai; TYO:3901) announced its launch of the "MarkLines Gen-AI Beta Version," the new feature for B2B users in the automotive industry. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260112383839/en/ "MarkLines Gen-AI Beta Version" can take questions in natural language and instantly give highly reliable, relevant data drawn from MarkLines’ extensive automotive database (Image: MarkLines Co., Ltd.) This AI-powered feature enables users to ask questions in natural language and instantly receive highly reliable, relevant data drawn from MarkLines’ extensive automotive database. Moreover, the system analyzes this information by leveraging the rich content across its platform and delivers clear, concise, text-based insights. By combining trusted data with advanced analytical capabilities through generative AI, this service represents a first-of-its-kind
Australian Defence Force Secures Satellite Communications on SES IS-2212.1.2026 22:30:00 CET | Press release
New agreement for uninterrupted UHF connectivity for Australian Defence Force through 2033, With Options Extending to 2041 Satellite communications solutions provider SES will provide secure uninterrupted satellite communications to the Australian Defence Force (ADF) for a minimum of 16 years thanks to a new extended agreement. The service will be provided via the SES Intelsat 22 satellite and an ultra-high frequency (UHF) military communications payload. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20260112137182/en/ Assistant Secretary Space Systems Branch, Michael Hunt, formalizes contract negotiations for the through-life support of the IS-22 satellite with Rory Welch, senior vice-president of service delivery at SES Space and Defense. Photos: Corporal Annika Smit Under the renewed arrangement, SES will reposition the IS-22 satellite to a new orbital slot specified by the ADF, continuing a mission that has been the corne
NetApp Appoints Paul Fipps to the Board of Directors12.1.2026 22:05:00 CET | Press release
NetApp® (NASDAQ: NTAP), the intelligent data infrastructure company, today announced that Paul Fipps, President of Global Customer Operations at ServiceNow, has joined its Board of Directors. The board now has ten directors, nine of whom are independent, and 50% of whom have been appointed within the last five years. Fipps brings more than 20 years of experience driving technology-enabled growth and customer transformation. At ServiceNow, he currently leads global sales, customer success, partner ecosystems, and field operations. He previously served as EVP of Worldwide Sales at ServiceNow and as President of Under Armour Connected Fitness and Chief Experience Officer at Under Armour, overseeing global direct-to-consumer, connected fitness, and digital experiences. He also previously served on the advisory board of Quantum Metric. Fipps holds a B.S. in Information Systems, an MBA from the University of Baltimore, and is a graduate of The Wharton School’s Advanced Management Program. “P
FDA Accepts New Drug Application for Pimicotinib for the Treatment of Tenosynovial Giant Cell Tumor12.1.2026 20:00:00 CET | Press release
Not intended for Canada-, UK- or US-based media Merck, a leading science and technology company, announced today that the U.S. Food and Drug Administration (FDA) has accepted the company’s new drug application (NDA) for pimicotinib as a systemic treatment for patients with tenosynovial giant cell tumor (TGCT). The application is based on the primary results and longer-term follow-up of the global Phase 3 MANEUVER study, which demonstrated deep and durable tumor responses and meaningful improvements in clinical outcomes with pimicotinib. “With pimicotinib, we have an opportunity to significantly advance care for people living with TGCT, a painful and debilitating disease that has few effective and well-tolerated treatment options beyond surgery,” said David Weinreich, Global Head of R&D and Chief Medical Officer for the Healthcare business of Merck. “Based on clinical trial results showing not only a reduction in tumor burden, but also the ability to help alleviate symptoms like pain an
Fabentech receives Marketing Authorization for Ricimed®, an antidote against ricin poisoning12.1.2026 19:32:00 CET | Press release
First Marketing Authorization granted in France for the treatment of ricin poisoning, one of the most toxic natural substances in the world and a recognized priority biological threat. Ricimed® addresses a previously unmet medical need in the management of severe and potentially fatal ricin intoxications.Supported by the French Ministry of the Armed Forces and Veterans Affairs (the Directorate General of Armaments and the French Military Health Service), the development of Ricimed® illustrates Fabentech’s transition to a new scale and, with recent support from the European HERA Invest program, reinforces its positioning as a reference player in medical countermeasures against biological threats, serving both civilian and military markets. Fabentech, a French biopharmaceutical company specializing in medical countermeasures against biological threats, today announces that it has been granted Marketing Authorization for Ricimed®, a treatment for ricin poisoning. This press release featur
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom