Calabrio has made its WEM suite - Calabrio ONE - available on the Genesys AppFoundry, enabling Genesys customers to leverage the entire suite or separate products: Calabrio Workforce Management, Calabrio Quality Management, and Calabrio Analytics.
Calabrio ONE is now available with Genesys Cloud CX, which helps organizations offer frictionless and connected customer and employee experiences. Genesys Cloud CX is an API-first experience orchestration platform that enables organizations to coordinate every interaction and touchpoint through a full suite of omnichannel options, built-in employee experience, and end-to-end journey optimization.
"With the role of the contact center as brand guardian and the combination of frontline staff productivity and engagement top of mind, this partnership with Genesys will help our customers more than ever. Having Calabrio ONE listed on the Genesys AppFoundry widens both ours and Genesys’ ability to enhance the customer and agent experience. Our solutions empower customer service operations to make smart, data-driven decisions in any work environment, with the confidence and innovation that only true-cloud solutions bring,” said Matt Matsui, Chief Product Officer of Calabrio.
Calabrio offers customers a cloud-based unified suite for workforce engagement management (WEM) that helps with core workforce optimization (WFO) capabilities through AI-fueled analytics and agent engagement automation.
Organizations can take quality management to the next level through predictive quality scoring, streamlined evaluations, and smarter insights for targeted coaching. In addition, customization is made easy thanks to open APIs and hundreds of prebuilt integrations.
The native cloud-to-cloud integration with Genesys Cloud CX ensures the security, reliability, and scalability needed for today's contact center.