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Calabrio and Avaya Expand Integration with WFM for the AXP Public Cloud

By Tracey E. Schelmetic May 17, 2024

The landscape of contact center services continues to evolve to meet business needs, which include increased flexibility, scalability and advanced functionalities to provide improved customer and agent experiences. For most call centers, this means availing themselves of integrated cloud services.

Workforce management solutions provider Calabrio announced integration with another solution from communications solutions provider Avaya. The Calabrio Workforce Management (WFM) solution now integrates with Avaya Experience Platform (AXP) Public Cloud. Calabrio and Avaya hailed the integration as a milestone collaboration that will revolutionize the landscape for contact centers looking to innovate and modernize in the cloud.

The integration of Calabrio WFM with AXP Public Cloud aims to meet the growing demands in the contact center space by providing an innovative solution for enterprises seeking to embrace the cloud without disruption.

Calabrio and Avaya have a long-standing partnership with multiple integrations. This latest integration gives AXP Public Cloud customers, whether they are moving to or already in the cloud, access to a cloud-native, enterprise-grade WFM solution with functions such as predictive forecasting that uses advanced analytics and machine learning to enable smarter scheduling, staffing and budget planning decisions; omnichannel scheduling to ensure the right agents are available when and where they are needed to deliver consistent coverage and service quality regardless of channel; and self-scheduling to provide agents with the freedom and control to manage their schedules.

"Calabrio is committed to providing innovative solutions that empower businesses to succeed in an ever-evolving competitive landscape, and this integration is strategically aligned with that goal,” said Joel Martins, Interim CEO and CTO of Calabrio. “We continue to expand our integrations with Avaya to meet the needs of a highly mobile and global workforce. This WFM integration is an exciting leap forward in our teams’ ongoing collaboration.”

Edited by Greg Tavarez
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