Calabrio Wins Innovation Awards

Calabrio has won at the CUSTOMER Workforce Optimization Innovation Awards for its full workforce optimization (WFO) suite and speech analytics.

2020 was a time of great change for the contact centre. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to their customers’ needs at the forefront.

To better meet the challenges stemming from the evolving workplace due to the pandemic, Calabrio quickly pivoted its platform offerings to quickly assist customers struggling in response to COVID-19.

As a result, Calabrio designed and deployed the tools needed to help businesses increase client satisfaction, build customer loyalty and enhance the customer experience through ground-breaking and easy-to-use technologies.

To ensure their customers received this support, Calabrio pivoted their contact centre solutions to help customers embrace this new world of work.

Through their analytics product, as well as the full workforce engagement management suite, Calabrio helped contact centres navigate a changing landscape and continued to deliver unparalleled customer service.

As a result, Calabrio has been recognized as the winner of the 5th annual Workforce Optimization Innovation Awards.

The Workforce Optimization Innovation Awards recognizes vendors that are using data-driven analysis to advance the call center, CRM and teleservice industries one solution at a time.

The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Winning Products to Enable Customer Success

Calabrio Analytics uses AI and machine-learning tools to deliver faster predictive models from customer interactions.

By combining powerful speech-to-text with phonetics, Calabrio Analytics transforms raw audio data from contact centre calls into meaningful customer insights and unified solutions.

With Calabrio Analytics, contact centres can easily run ad hoc searches, understand sentiment and perform root cause analysis to identify the issues jeopardizing an organization’s success.

Calabrio Analytics offers accurate and efficient speech analytics insights to better help contact centre managers execute and train their agent teams, improving the customer experience.

As an agent-centric product, the Calabrio ONE Workforce Optimization Suite empowers businesses and their employees to deliver the best customer experiences.

From quickly deploying high-functioning, cost-efficient remote work models to enabling greater employee autonomy over their schedule and work life and on to AI-driven performance management, the Calabrio ONE WFO Suite helps contact centres stay nimble in unexpected events and support both customers and agents alike.

Continued Momentum Into 2021

Award recognition of this calibre not only validates our dedication to serving our customers, but it also helps propel us into 2021 as a leader in the evolving workforce optimization and engagement management marketplace.

In fact, just last month Calabrio received perfect customer satisfaction scores and the best scores of any vendor in three out of four categories in DMG’s 2020-21 Workforce Optimization Product and Market Report.

Most recently, the company announced the Calabrio Launch: QM Connector as part of the Salesforce AppExchange.

While its momentum escalates, so does Calabrio’s work and dedication to expand and innovate its solutions to help drive customer success.

Right out of the gate of 2021, the award win, the unmatched DMG survey scores and the recent product integration launch are just a few examples of that the ways Calabrio continues to revolutionize the market.

Calabrio believes in empowering human interactions, which is why it has placed its customers at the heart of its actions today, tomorrow and well into the future.

Author: Robyn Coppell