Calabrio Promotes a Stronger CX in New and Future Solutions

Oct 14, 2016

Well-designed workforce optimization (WFO) applications have become critical to delivering excellent and customer-delight-producing Customer Experiences (CXes). They detect customer issues, and enable to have them addressed, and they schedule the right numbers of qualified staff to assist customers.

But WFO applications have had to become more flexible and versatile in today’s competitive and evolving business and technology environments. They have had to accommodate new channels, work at home agents, global workforces, use of subject matter experts (SMEs), and longer and more complex customer interactions.  

Customers are losing tolerance for agent queues while having rising expectations for superior service.  The new generation of contact center agents expects to fully help customers, focusing on resolution than on handle times, and to self-manage their schedules.

But labor represents approximately 65%-70% of contact center operating costs. With the growing economy creating higher paying jobs, contact centers face raising agent compensation to control churn. Yet management cannot wait for lengthy WFO solution deployment times in order to obtain results. Neither can they afford unused “shelfware” for seasonal shifts, and for when they employ automation tools in order to have existing staff handle more work and, or to shrink workforces.

Calabrio has been enhancing WFO solutions to meet these evolving CX requirements and corporate imperatives. The latest fruit of the company’s efforts appeared at its Calabrio Customer Connect conference October 10 with the unveiling of its Calabrio ONE cloud platform. The application enables organizations to deploy the Calabrio ONE WFO solution in the cloud, on-premises, or hybrid, without sacrificing functionality or ease-of-use.

WFO in the cloud is not new. Several of Calabrio’s competitors offer it. But here’s what Calabrio says sets its applications apart:

  • Secure, data-isolated (from other tenants), and cost-effective multitenant architecture. Customers only use the space they need.
  • Hosted on Amazon Web Services, as opposed to mid-tier providers, whose enterprise scalability have not been proven. AWS has a strong reputation for scalability, reliability, and security. Its global presence enables organizations to access their solutions from the cloud worldwide.
  • Calabrio ONE has been built from the ground up for hosting, with every line of code rewritten for it, as compared with cobbling on-premise applications onto public clouds. Calabrio has been painstaking developing its cloud solution for the past 3 years. It had signed up 22 customers prior to the public release.
  • Calabrio ONE deploys quickly in the cloud, in as little as a day for one customer. It shaves weeks from on-premises deployments.  Calabrio ONE has an easy ascent path from on-premise to the cloud.
  • Calabrio has also introduced a "burst" pricing model where its clients buy only the licenses they use per month. This is a boon to seasonal and to fast changing contact centers.

"There are tremendous benefits of moving customer and workforce data to the cloud, and we're the first in the industry to build an end-to-end multitenant, ACD-agnostic platform to make the transition to the cloud as easy as possible, whenever customers are ready," says Calabrio president and CEO Tom Goodmanson.

More advanced WFO applications are in the works, fueled by KKR’s private equity acquisition of Calabrio in August, 2016. But, like Calabrio ONE for the cloud, Calabrio will take the time to ensure they are market-ready. Tom Goodmanson points out that to extend the benefits of WFO to other related fields requires developing applications that account for factors in their specific environments, such as:

  • Back office have long project work tasks
  • SMEs have to fit customer service around their prime work responsibilities
  • Branch and retail staff also have to handle in-person and online customers
  • Travel time and building access have to be factored into field service and support

“As a result, building scheduling and forecasting algorithms for these functions requires a different level of thinking than for contact centers” says Tom. “But it is a challenge we’re confident we can deliver on for our customers.” 

Brendan Read


Brendan Read is Senior Industry Analyst with over 25 years’ experience covering business, communications, staffing, and technology. He has worked in, prepared reports, and blogged on a wide range of topics including customer contact, CX, CRM, IoT, social media, supply chain, and BC/DR. He also has backgrounds in construction, manufacturing, materials, resource extraction, site selection, and transportation. He examines the broad economic, environmental, innovation, political, and social mega trends, and their impacts on businesses, markets, and society.

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