Calabrio is a leading cloud services provider and a trusted ally to major brands all around the world. Recently, they announced an integration with Zoom’s omnichannel contact platform, which gives Zoom Contact Center customers access to Calabrio’s true-cloud, enterprise-grade Workforce Management (WFM) solution. designed to maximize agent performance, exceed customer expectations and boost workforce efficiency.
The integration with Zoom makes it possible for contact centers to offer customers the access they desire and unlocks the potential of agents – one of the contact center’s most valuable assets. It also provides AI-powered forecasting and automated, multi-skill scheduling. With this, contact centers are now able to connect the right agents to customers at the right time. Plus, Calabrio’s WFM solution comes with an intuitive self-scheduling feature, available via mobile app and powered with virtual-assistant technology which provides agents with greater freedom and flexibility.
The integration between Calabrio and Zoom has been met with great enthusiasm, as Scott Brown, Head of Zoom Contact Center Sales, puts it: “Part of fostering meaningful customer connections is integrating with advanced workforce engagement management (WEM) solutions to elevate the experience and performance of the agents interacting with customers. The agent-centric nature of Calabrio WFM, alongside its ease of use and flexibility, fits perfectly with the Zoom mantra.”
Meanwhile, Vickie McGovern, Vice President of Strategic Partnerships at Calabrio, believes that the integration is a great move for both companies: “As more and more companies evolve to the cloud from on-prem solutions, we embraced the demand of Zoom Contact Center customers for an integrated, true-cloud workforce management solution that meets the needs of customers, agents, and the entire customer service operation. This WFM integration is just the start of Calabrio and Zoom’s ability to fully equip joint customers with the tools and insights to develop the full potential of their agents and deliver the experience desired by today’s customers.”
With Calabrio’s integration with Zoom, contact centers of all sizes can look forward to an easier way to manage their workforce and ensure that customers receive an elevated level of service.
