How Calabrio Works with Amazon Connect to Build an Intelligent, Omnichannel Contact Centre in the Cloud [VIDEO]

Calabrio ONE’s seamless integration with Amazon Connect allows you to deliver a higher quality, more consistent customer experience across every channel and leverage the voice of your customer to uncover insights that drive value across the business. Watch this video to learn how we’re working with Amazon Connect to provide powerful customer intelligence for your cloud-based contact centre.

Read the Transcript:

Across every industry and in every facet of the enterprise, cloud-based solutions are transforming what’s possible.

Nowhere is this more evident than in the modern contact centre where the cloud has emerged as the inevitable future. It’s more secure, more efficient, more agile, and more powerful.

Calabrio now integrates with Amazon Connect. This smart integration makes it easier than ever for any organisation to quickly build a robust, intelligent, modern contact centre that takes full advantage of the power of the cloud.

Enable your agents to work smarter and your contact centre to operate more efficiently. Deliver a higher quality, more consistent customer experience across every channel, and leverage the voice of your customer to uncover insights that drive value across the business. With your Amazon Connect contact centre in place, every customer interaction produces an incredibly rich stream of data.

This is firsthand intelligence, unfiltered insights, invaluable perspective. This data has the potential to transform your business.

Calabrio’s seamless integration with Amazon Connect allows you to harness the collective power of your customer interactions, using it to drive Calabrio’s workforce optimization and voice-of-the-customer analytics engines. Increase service levels, reduce operational costs, accelerate sales, and drive new revenue. To learn more about how you can finally see the full picture of your customer experience, read our complete guide to customer interaction analytics.

Calabrio’s proven Call Recording solution captures every interaction, pulling both raw data and metadata from Amazon Connect. Best-in-class phonetics and speech-to-text tools complement Amazon Connect’s artificial intelligence-powered Alexa, Lex, and Polly tools, transforming complex customer conversations into highly usable data.

Our smart analytics tools filter out the noise and hone in on customer intentions and sentiments. Through this multi-tier approach, Calabrio Analytics distills the overwhelming amount of customer interaction data into key trends and extracts valuable insights, unlocking high-value business intelligence that was previously inaccessible.

It’s time to take a proactive approach to elevating the customer experience. Calabrio ONE is fully integrated with the Amazon Connect architecture.

You can now leverage our unified suite to empower supervisors, managers and agents with a world-class work experience, driving increased productivity and a deeper understanding of your customers. Amazon Connect makes it easy for you to deliver better customer service at a lower cost. Calabrio’s multi-tenanted Cloud Platform and Amazon Connect are truly a powerful combination.

Connect Calabrio Analytics with key business objectives across your business. Mitigate risk in litigation liability. Enhance your marketing efforts with a targeted look at what works and what doesn’t. See your opportunities to deliver on unmet customer needs. Create entirely new revenue opportunities.

Calabrio Analytics puts your Amazon Connect customer interaction data to work. It transforms your contact centre into a hub of business intelligence and drives real business value.

Your customer voice is out there. Are you listening?

Calabrio 

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business. For customers and partners.