Calabrio and Avaya Unite to Enhance Contact Centers with Cloud Innovation

Calabrio has announced an integration between Calabrio's Workforce Management (WFM) solution and Avaya Experience Platform (AXP) Public Cloud, ushering in a new era for contact centers seeking to modernize and innovate within the cloud environment.

"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. 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,” said Joel Martins, Interim CEO and CTO, Calabrio.

The ever-evolving landscape of contact center services demands heightened flexibility, scalability, and advanced functionalities to ensure exceptional experiences for both customers and agents. The seamless integration of Calabrio WFM with AXP Public Cloud addresses these evolving needs by offering enterprises a robust and forward-thinking solution to embrace cloud technologies without disruption.

Building on their longstanding partnership, this latest integration provides AXP Public Cloud customers with access to a cloud-native, enterprise-grade WFM solution enriched with powerful features.

These include predictive forecasting, which leverages advanced analytics and machine learning for informed scheduling and budget planning; omnichannel scheduling, which ensures consistent coverage and service quality across channels; self-scheduling, which empowers agents with flexible schedule management; and automated suite-wide custom reporting, which provides streamlined analytics tailored to contact center needs.

“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. This integration signifies our dedication to innovation and helping organizations deliver exceptional customer experiences and business outcomes," said Eric Rossman, Global VP, Strategic Alliances and Tech Partners, Avaya.

Not too long ago, Calabrio unveiled Insights, an advanced business intelligence (BI) tool now integrated within Calabrio ONE.