Calabrio and Avaya Power Cloud Driven Excellence Related Articles Two Giants Meet - Zoom and Avaya Join Forces Cloud Communications: Public, Private, and Hybrid - What's the difference? What Has Driven the Rise of Cloud Contact Centres? Workforce Management Guide © SvetaZi - Shutterstock - 2226665981 Filed under - Contact Centre News, Calabrio Calabrio has announced an integration with another solution from Avaya. The award-winning Calabrio Workforce Management (WFM) solution will seamlessly integrate with Avaya Experience Platform (AXP) Public Cloud, in a milestone collaboration that will revolutionize the landscape for contact centres looking to innovate and modernize in the cloud. Contact centre services, relied on by the business world, continue to evolve, demanding increased flexibility, scalability, and advanced functionalities to provide superior customer and agent experiences. The integration of Calabrio WFM with AXP Public Cloud meets these growing demands by providing a robust and innovative solution for enterprises seeking to embrace the cloud without disruption. “Calabrio is committed to providing innovative solutions that empower businesses to succeed in an ever-evolving competitive landscape, and this integration is strategically aligned with that goal,” said Joel Martins, Interim CEO and CTO, Calabrio. “We continue to expand our integrations with Avaya to meet the needs of a highly mobile and global workforce. This WFM integration is an exciting leap forward in our teams’ ongoing collaboration.” Calabrio and Avaya have a long-standing partnership with multiple integrations. This latest integration gives AXP Public Cloud customers, whether they are moving to or already in the cloud, access to a cloud-native, enterprise-grade WFM solution with powerful functions like: Predictive forecasting that uses advanced analytics and machine learning to enable smarter scheduling, staffing and budget planning decisions Omnichannel scheduling to ensure the right agents are available when and where they are needed to deliver consistent coverage and service quality regardless of channel Self-scheduling gives agents the freedom and control to manage their schedules-anytime, anywhere Automated suite-wide custom reporting that makes it easy to build and automate custom reports with key metrics that mean the most to your contact centre “Avaya is proud to continue partnering with Calabrio, now delivering a comprehensive cloud solution that empowers agents to deliver the best experiences, while also maximizing performance and efficiencies,” said Eric Rossman, Global VP, Strategic Alliances and Tech Partners, Avaya. “This integration signifies our dedication to innovation and helping organizations deliver exceptional customer experiences and business outcomes.” This blog post has been re-published by kind permission of Calabrio – View the Original Article For more information about Calabrio - visit the Calabrio Website About Calabrio The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering contact centres as a brand guardian. Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite. Find out more about Calabrio Author: Calabrio Published On: 14th May 2024 - Last modified: 15th May 2024 Read more about - Contact Centre News, Calabrio Recommended Articles Two Giants Meet - Zoom and Avaya Join Forces Cloud Communications: Public, Private, and Hybrid - What's the difference? What Has Driven the Rise of Cloud Contact Centres? Workforce Management Guide Related Reports Report: State of the Contact Centre 2023 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter