MN-CALABRIO,-INC.
27.10.2020 15:02:10 CET | Business Wire | Press release
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
Bentley Systems Announces Winners of the 2026 Year in Infrastructure Awards7.10.2026 19:55:00 CEST | Press release
New cycle of AI-enabled innovation is helping engineers solve harder problems faster (The Bentley Systems 2026 Year in Infrastructure Event) – Bentley Systems, Incorporated (Nasdaq: BSY), the infrastructure engineering software company, today announced the winners of the 2026 Year in Infrastructure Awards. For more than 20 years, the awards have honored the extraordinary work of infrastructure professionals and their innovative use of Bentley software to improve how infrastructure is designed, built, and operated. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20261007964087/en/ Bentley Systems announced the winners of the 2026 Year in Infrastructure Awards on October 7, 2026 (Photo courtesy of Bentley Systems) In 2026, over 300 projects were nominated by organizations in 53 countries. Winners were selected across 12 categories spanning the infrastructure lifecycle, industries, and disciplines by a panel of independent judges
Day One Strategy Founders Recognised in The LDC Top 50 Most Ambitious Business Leaders for 20267.10.2026 19:00:00 CEST | Press release
Hannah Mann and Abigail Stuart, Co-Founders of Day One Strategy have been recognised as one of The LDC Top 50 Most Ambitious Business Leaders for 2026. The programme was created by private equity investor LDC, part of Lloyds Banking Group, in partnership with The Times. Since 2018, it has celebrated the ambition and achievements of hundreds of exceptional entrepreneurs. This year The LDC Top 50 attracted more than 620 nominations from across the UK, highlighting the depth of ambition among leaders building successful businesses in every region and sector. The leaders featured are driven by an appetite for growth that is helping to build stronger, more sustainable businesses and a more competitive UK economy. They are expanding internationally, developing new products and services, challenging established markets and investing in their people. Together, their businesses generate £1.4bn in annual revenues and employ almost 8,500 people. Headquartered in 55 towns and cities, they demonstr
TestMu AI Adds Evidence Packs to Kane CLI, Turning Every AI Test Run into One Portable, Shareable File7.10.2026 16:29:00 CEST | Press release
Each run now seals its test definition, step-by-step screenshots, console and network logs, and failure records into a single .evidence file that teams can view, share, validate, and merge. TestMu AI (formerly LambdaTest), the Full Stack Agentic AI Quality Engineering platform, announced evidence packs for Kane CLI, its terminal-first tool for natural language browser and mobile app testing. Every Kane CLI run now produces one sealed .evidence file that holds the complete record of what the AI agent was asked to do, what it did at each step, and what happened. Kane CLI launched in April 2026, giving developers and AI coding agents a way to run tests on real browsers and mobile apps from the terminal, in plain English, with a clear pass-or-fail verdict. Since launch, it has added AI-powered test case generation and the Assurance Lifecycle, which ties tests back to requirement documents. Evidence packs are the next step: a full record of every run. As AI agents write and run more tests,
Medisca and EUROAPI Form Strategic Partnership to Strengthen API Access for Pharmaceutical Compounding7.10.2026 16:07:00 CEST | Press release
This partnership brings together EUROAPI’s European pharmaceutical manufacturing capabilities and Medisca’s compounding expertise to expand access, strengthen its API portfolio and advance collaboration in peptides. Medisca and EUROAPI have formed a strategic partnership focused on expanding API access for pharmaceutical compounding, creating differentiated access in North America and establishing a broader framework for international growth and peptide collaboration. For more than three decades, Medisca has built its business around the evolving needs of pharmaceutical compounders. That starts with the products it chooses to bring to market but extends much further to the manufacturers behind them, the documentation and technical information supporting them, and the quality systems that carry those products through to the customer. The partnership with EUROAPI advances that approach. Under the new strategic partnership, Medisca becomes EUROAPI’s first strategic distribution partner fo
iQmetrix Launches Vendor Managed Inventory Integration with Valor Communication7.10.2026 16:00:00 CEST | Press release
The addition of Valor Communication marks another step in the rapid expansion of the iQmetrix Partner Ecosystem, bringing clients a growing network of integrated partners that work natively inside the platform they already run their business on. iQmetrix, the global provider of Intelligent Commerce Operating Systems for telecom, is launching a Vendor Managed Inventory integration with Valor Communication, a factory-direct wireless accessory manufacturer and distributor serving carriers, retailers, and dealers since 1997. Built into the iQmetrix Intelligent Commerce Operating System, the integration connects Valor's assortment directly to the platform telecom retailers already run their business on – so replenishment runs on real sell-through data instead of guesswork, and approved accessories move from Valor's floor to the peg without manual reordering. The integration will be available to retailers across the iQmetrix client base. The addition of Valor Communication marks another step
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