Calabrio has unveiled Insights, an advanced business intelligence (BI) tool now integrated within Calabrio ONE. As the sole workforce engagement management (WEM) system that incorporates AI-powered analytics and BI at its core, Calabrio ONE's latest update enhances the company's already innovative suite of WEM offerings.
“Contact centers need fast, accurate and informative results to improve performance. Insights speeds up the process of transforming analytics into impact, providing accessible, actionable information and a faster return on investment,” said Joel Martins, CTO and Interim CEO of Calabrio.
Leveraging cutting-edge cloud technology, Insights enriches user experience with expanded features, enabling quicker access and promoting AI-driven, self-service capabilities for all users.
What are the benefits?
Streamlined Analysis: Insights integrates WEM and interaction data within a single BI platform, sidestepping the need for multiple systems. It excels in predicting trends, pinpointing anomalies, and rapidly determining underlying causes, all through an interactive and user-friendly interface.
User Empowerment: Designed with ease of use in mind, Insights allows even non-technical users to create custom reports and dashboards without IT or data analyst support, fostering faster decision-making and reducing the need for extensive training.
Collaboration Enhancement: Insights also promotes collaboration by enabling users to securely share dashboards and insights, facilitating better communication and cooperation across departments.
Replacing the previous suite-wide reporting tool, Data Explorer, Insights represents the latest step in Calabrio's commitment to providing the most modern and intuitive BI tools available. Set to be globally available across all cloud regions by the end of the month, Insights is part of a broader strategy to introduce a range of AI-enhanced tools for contact centers throughout 2024. This strategy follows on the heels of Calabrio's acquisition of Wysdom.ai and the introduction of Interaction Summary, both aimed at amplifying productivity within contact centers through innovative AI solutions.
