Freedom to Launch: Calabrio ONE is the solution for the modern contact center

Tom GoodmansonBy Tom Goodmanson|Oct.10th, 2016

At Calabrio, we’re all about freedom.

Our mission is to give contact centers around the world the freedom, flexibility and omnichannel tools they need to stay on top of what customers want and create a great experience—every time and across every channel. With this in mind, we built Calabrio ONE to deliver on that promise and, the best part is, we aren’t done! Today, during our annual customer conference here in Minneapolis, we announced that we’ve taken that freedom and flexibility to the next level because the Calabrio ONE platform now delivers one unified suite and seamless user experience whether you choose to deploy on-premises, as a hybrid model or in the cloud.

The Bridge to the Cloud

The cloud is on every company’s mind, and we’re sure it’s on yours. According to Gartner, $1 trillion in IT spending will be affected by the move to the cloud, and that’s just in the next five years. This shift is a huge indication of the power of the cloud; it’s obvious that it’s not slowing down. Brands are searching for accessibility, scalability and flexibility, and the cloud has proven to be an effective delivery model to achieve those goals. However, for many organizations, this shift won’t happen overnight, and this is exactly why we’ve created the Calabrio ONE platform with three deployment options. Now, whether you choose an on-premises, hybrid or cloud environment, your team will have access to the same robust technology that is creating more interactive, engaged contact centers all over the world.

Wherever, Whenever Customer Service for Multichannel Contact Centers

Customers expect to be able to connect with your company via phone, webchat, email and social media, and that level of accessibility means that contact centers must have that “always-on” mentality. This often involves managing multiple locations and a distributed workforce through which your agents have even greater flexibility in where and when they work. However, we know that this shift can’t be done at the expense of maintaining the same quality standards that made your company a success. You need a platform that is there for you the way you are for your customers. That means having an accessible, reliable WFO suite so your team can deliver the experience your customers want. Calabrio ONE provides the scalability and support structure to get you there, all while delivering the cost-effectiveness of the cloud.

The Importance of the Agent Experience

Hiring, keeping and engaging the best team of agents is a top priority for contact centers. As you probably know, cultivating a great agent experience is directly tied to delivering the best customer experience, and the right workforce optimization platform will give your agents the tools and flexibility that they need to be effective every single day. Now that many contact centers have multiple locations across time zones as well as agents who work both from the office and at home, accessibility and flexibility are more important than ever. We knew that in order to meet market demands and equip agents with the platform they need to serve customers, we needed to focus on giving agents what they want. With an enhanced agent evaluation process, more scheduling features and flexibility, and greater analytic insights, Calabrio ONE is more robust than ever, and has the scalability and flexibility of the cloud.

At Calabrio, we promise to keep innovating so we can give you even more options to deploy the best customer engagement platform that meets the needs of the modern contact center. Our team is here to help guide you through the implementation process so you can equip your contact center to build long-lasting, loyal relationships with customers. The new Calabrio ONE platform gives you the robust features, flexibility and freedom to launch–any way you choose.

Want to know more about Calabrio ONE and finding the best deployment option for your organization? Contact us today!

Customer Experience Update