Calabrio
– Calabrio Workforce Management
About Calabrio
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) and employee engagement suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
About Calabrio Workforce Management
Smart Scheduling & Dynamic Employee Engagement.
Its time for a modern approach to workforce management. Hone forecasting, streamline scheduling and administration and free managers to focus on adding value. Engage employees with Dynamic Scheduling, timely feedback and gamification tools. Put the right people in the right places. Empower them to work smarter. Deliver a consistent and outstanding customer experience.
- ACD
- Multiple Skill Groups Supported
- Supervisor Can Change Skill Groups
- Multi-channel - Omni Channel
- Unified contact channels
- Unified blending
- Unified Administration
- Unified Routing
- Unified Reporting
- Unified Comminications
- Workforce Management
- Workforce Scheduler
- Intraday management
- Reforecast based on intraday management
- Automated Workflows
- Support Languages
- Multi Site Virtual Contact Center
- Centralized Administration for Multi Site
- Access by Individual User
- The Solution Maintains an Audit Trail
- Multi Channel Forecasting
- Allow for Outbound Forecasting
- Account for Holidays, Seasonality
- Number of Weeks solution can be scheduled ahead of time
- Support Split shifts
- Support Agent Preferences/bidding
- Allow manual manipulation and editing
- Strategic what - if scheduling
- Long-term forecasting and planning
- Unlimited months forecasted
- Long-term budget planning
- Track and Support historical agent adherence
- Track and Support real-time agent adherence
- Performance Management
- Provide Performance Management Scorecard
- Implement targets to groups/functions
- Compare employee performance against peers
- Link Objectives to targets/rewards
- Help identify strengths and weaknesses
- Link specific areas of skill development
- Reward and incentive solution
- Gamification
- Language Capabilities
- Multi Language Capabilities
- Number of Agents
- 1 - 50 Agents
- 51 - 150 Agents
- 151 - 250 Agents
- 251 - 500 Agents
- 501 - 1000 Agents
- Over 1000 Agents
- Integration
- Systems Integration
- CRM Integration
- Salesforce Integration
- Microsoft Integration
- SugarCRM Integration
- Front and Back Office Integration
- Other Consulting Services