Serenova + Calabrio

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Using Real-World Data for Real-Time Results

Contact center managers are under constant pressure to improve efficiency and reduce costs all while delivering exceptional customer experience. Exacerbating this challenge further, the current state of customer engagement requires an increasing diversity of channels, multi-national support, and often distributed support all with an ‘always-on’ functionality. The custom-built integration is designed to solve that issue by connecting Calabrio WFM’s web-based client with the real-time adherence feed from Serenova’s CxEngage cloud contact center solution. This insight provides contact center managers with the ability to continually evaluate and adapt their resourcing and customer engagement strategies based on real-world data.

Switching to Calabrio ONE led to an ROI of 546%. Find out why.

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Increase Operational Efficiency with Calabrio ONE

Enable your agents to work smarter—and your contact center operate more efficiently. Maintain high levels of customer service and keep costs low by better identifying how many agents you’ll need. More accurately schedule agents on all customer communication channels; phone, email, chat based on past call volumes and trends.

Improve the Customer Experience with Calabrio ONE

Deliver a higher-quality, more consistent customer experience across every channel.
Know what happens in every customer interaction with 100% call recording and capture.
Quickly identify the need for targeted agent training and provide one-on-one coaching with flexible evaluation forms.

Discover the Voice of Your Customer with Calabrio ONE

Why rely on surveys to find out what your customers really want?
Make better, faster, data-driven decisions by understanding all customer interactions.
Accelerate sales, manage risk and enhance customer engagement with analytics that can help you uncover insights directly from customers.

Why Pair Calabrio and Serenova?

Out of the Box Integration

Synchronized and integrated systems make it fast and easy to feed CxEngage’s real-time adherence data into Calabrio WFM’s staffing model from day one of deployment.

Omnichannel Management

Data and insights from all channels managed by CxEngage including inbound, outbound, email and SMS mean that Calabrio WFM’s staffing tool supports the full requirements of the contact center.

Increased Agent Engagement

Higher productivity and lower agent attrition is achieved through gamification and by permitting agents to input their preferred schedules, manage preferences, request vacation/time off, and swap schedules with other agents through self-service tools.

Lower Total Cost of Ownership (TCO)

Combining WFM and the contact center functionality reduces staffing costs while ensuring that it is running at full, and best, capacity during the busiest times. Additionally, working through one vendor for both solutions reduces time spent on deployment and management of the systems.

Unified Administration and Better Staffing

Contact center managers are empowered with context and history to build a staffing model with the right combination of skills and manpower to meet fluctuating demand.