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Calabrio Announces Insights BI Solution Embedded in Calabrio ONE WFM Platform

By Tracey E. Schelmetic May 08, 2024

The average contact center gathers quite large amounts of business intelligence each day. Putting that intelligence to work by aggregating it into a useful format, however, is a big challenge. But the more intelligence contact centers can uncover, the better prepared they are to engage with customers in an informative, personalized and timely way.

Workforce management solutions provider Calabrio announced it has embedded a business intelligence (BI) solution called Insights in its Calabrio ONE product, a workforce engagement management (WEM) solution with AI-powered analytics. The Insights update is the latest in Calabrio’s pipeline of WEM solutions.

“Contact centers need fast, accurate and informative results to improve performance,” said Joel Martins, CTO and Interim CEO of Calabrio, in a statement. “Insights speeds up the process of transforming analytics into impact, providing accessible, actionable information and a faster return on investment.”

Thanks to the addition of the Insights solution, users can access WEM and interaction data in a unified BI solution, eliminating the need for multiple applications. Insights predicts trends, identifies outliers and swiftly identifies root causes; interactive examination, ad-hoc queries, and on-the-fly analysis are seamless. Also, Insights allows non-technical users to build their own reports and dashboards without relying on IT or data analysts’ help, increasing autonomy, accelerating decision-making and leading to improved collaboration between employees. Calabrio noted that training times can be lessened compared to other BI products.

Insights will replace the current suite-wide reporting solution, Data Explorer, providing Calabrio customers with a more modern, intuitive BI tool. Available globally, in all cloud regions, by May 30, 2024, Insights is one of several new additions to the Calabrio product suite designed to provide a comprehensive set of AI solutions for contact centers.

The launch follows Calabrio’s acquisition of and the release of Interaction Summary, which aims to improve contact center productivity through AI. Calabrio has a robust pipeline of next-gen products premiering throughout 2024.

Edited by Alex Passett
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