Calabrio has introduced a new workforce management (WFM) integration with Zoom's omnichannel contact center platform, which provides Zoom Contact Center customers with access to an enterprise-level WFM solution.
Vickie McGovern, Vice President of Strategic Partnerships, Calabrio, said this integration is "just the start of Calabrio and Zoom's ability to equip joint customers " with the necessary tools fully. She added:
“Calabrio and Zoom are trusted allies for delivering unrivaled customer support. 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. As a customer-first organization we rose to the occasion.
Calabrio's WFM solution, which is true-cloud and enterprise-grade, provides Zoom Contact Center customers with the necessary access and unlocks the potential of its agents. This scalable solution meets the needs of contact centers worldwide and includes AI-powered forecasting and automated multi-skill scheduling to connect the right agents with customers at the right time. The solution also offers intuitive self-scheduling options via a mobile app, supported by virtual assistance technology, which provides agents with greater freedom and flexibility. By improving digital channel efficiency, contact centers can optimize agent performance and enhance their overall operations.
At the beginning of this year, Calabrio announced a leadership change at the very top of the company with the appointment of Kevin M. Jones as the new CEO.
“Zoom has seen tremendous growth in recent years as technology's ability to drive human connection has been more important than ever before. Now, with Zoom Contact Center, we are enabling brands to connect meaningfully with their customers,” . “Part of fostering these 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 Workforce Management, alongside its ease of use and flexibility, fits perfectly with the Zoom mantra,” said Scott Brown, Head of Contact Center Sales, Zoom.