Gladly + Calabrio WFM

When you’re running an omni-channel contact center, you need a scheduling and forecasting solution that can keep up with the multifaceted needs. Gladly comes with all channels natively built-in to a single customer service solution, so Calabrio WFM can easily create accurate forecasts for all channels and media types with the use of historical data from Gladly and precise algorithms. Take seasonality into account and add your knowledge of future campaigns to forecasting periods over a year in advance down to minute-level with a powerful and dynamic workflow.

Gladly provides a channel-agnostic approach to ensure agents are efficiently directed to the next customer that will benefit from their knowledge set. When paired with the benefits of Calabrio WFM’s unique, customizable scheduling and optimization algorithms you’re able to dynamically allocate resources in the most optimal manner. Automate planning processes in complex, multi-skilled environments to build plans where schedule flexibility and operational goals are streamlined.

Together, Gladly and Calabrio WFM drive revenue through your contact center by streamlining agents and providing them with an interface to identify customers with high purchase intent. Supervisors will know that a qualified agent will be given to the correct customer to best maneuver upsell opportunities – giving the supervisor the ability to focus time away from tedious scheduling and more closely to business tasks.