Calabrio and Five9 Join Forces to Modernize Contact Center Operations
2024年8月6日 - 9:30PM
ビジネスワイヤ(英語)
Customer-centric integration advances the
industry with real-time audio streaming
Calabrio, a leading workforce performance company, is excited to
announce a next-generation integration with Five9, provider of the
Intelligent CX Platform. As a Five9 Select partner, Calabrio now
offers 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,” said Joel
Martins, Chief Technology Officer and Interim Chief Executive
Officer, Calabrio. “With this collaboration, our customers can
deliver exceptional experiences, increase agent satisfaction and
boost operational efficiency."
The integration delivers a host of benefits to Five9 virtual
call center (VCC) customers, including enterprise-grade Call
Recording, Quality Management, AI-driven Analytics, and Workforce
Management (WFM)—all supported and certified by Calabrio and Five9.
By harnessing Five9 VoiceStream's unique real-time audio and
metadata streaming, this collaboration outpaces competitors that
only provide audio records and metadata post customer
interaction.
"Innovation is key for modern contact centers. The introduction
of real-time audio streaming through Five9 VoiceStream marks a
significant milestone in the industry,” added Dan Burkland,
President, Five9. “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."
Nutrisystem, an early beta tester of Five9’s VoiceStream for
real-time audio streaming, faced contact center challenges in
workforce planning and quality management processes due to manual
tasks and disconnected information. Using Calabrio ONE, Nutrisystem
modernized and automated its contact center operations, and the
Calabrio and Five9 integration resulted in call recordings
seamlessly streaming to Calabrio ONE for AI-fueled quality
management and analytics. Workforce planners also have
sophisticated, AI-powered forecasting and automated scheduling
tools to more efficiently develop forecasts and schedules.
Nutrisystem now enjoys enhanced analytics, better visibility into
the customer experience, and a 67% increase in contact center
productivity.
About Calabrio
Calabrio is a trusted ally to leading brands. The digital
foundation of a customer-centric contact center, the Calabrio ONE
workforce performance suite helps enrich and understand human
interactions, empowering your contact center as a brand guardian.
We maximize agent performance, exceed customer expectations, and
boost workforce efficiency using connected data, AI-fueled
analytics, automated workforce management, and personalized
coaching. Only Calabrio ONE unites workforce optimization (WFO),
agent engagement, and business intelligence solutions into a
cloud-native, fully integrated suite that adapts to your
business.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240805901099/en/
Touchdown PR calabrio@touchdownpr.com