Calabrio has announced a "next-generation integration" with Five9, allowing Calabrio to offer Quality Management (QM) and Analytics capabilities powered by Five9 VoiceStream, a new real-time audio and metadata streaming service.
"Our customers’ success drives Calabrio’s continued investment in innovation. Five9 shares this dedication to helping businesses thrive in an ever-evolving customer-centric environment. With this collaboration, our customers can deliver exceptional experiences, increase agent satisfaction and boost operational efficiency," said Joel Martins, Chief Technology Officer and Interim Chief Executive Officer, Calabrio.
The integration will enable Five9 contact center customers to leverage a wide range of benefits, including Call Recording, Quality Management, AI-driven Analytics, and Workforce Management (WFM). What sets this collaboration apart is Five9 VoiceStream's unique real-time audio and metadata streaming, which is more efficient than post-interaction audio records and metadata.
"Innovation is key for modern contact centers. The introduction of real-time audio streaming through Five9 VoiceStream marks a significant milestone in the industry. Calabrio is an established leader in the workforce engagement management space and brings a long-standing history of customer commitment. Together, we are enabling contact centers to achieve unparalleled efficiency, flexibility and performance," said Dan Burkland, President, Five9.
A beta tester of Five9’s VoiceStream for real-time audio streaming - a commercial provider of weight loss products - faced contact center challenges in workforce planning and quality management processes due to manual tasks and disconnected information.
Calabrio ONE helped the company modernize and automate its contact center operations, while the integration resulted in call recordings seamlessly streaming to Calabrio ONE for AI-fueled quality management and analytics. The company has seen enhanced analytics and better visibility into the customer experience, along with a 67% increase in contact center productivity.
