Workforce management solutions provider Calabrio recently announced product integration with intelligent CX platform company Five9. As a Five9 Select partner, Calabrio now offers quality management (QM) and analytics capabilities powered by Five9 VoiceStream, a new real-time audio and metadata streaming service. The goal, according to Calabrio and Five9, is to enable contact centers to achieve improved efficiency, flexibility and performance.
The Calabrio ONE workforce performance suite was built to improve agent performance, meet customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching.
In the announcement, the companies noted that the integration is expected to deliver a host of benefits to Five9 virtual call center (VCC) customers, including enterprise-grade call recording, quality management, AI-driven analytics and workforce management (WFM), all supported and certified by Calabrio and Five9. By harnessing Five9 VoiceStream's real-time audio and metadata streaming, the collaboration is an improvement over competitive solutions that provide only audio records and metadata post customer interaction.
"Our customers’ success drives Calabrio’s continued investment in innovation,” said Joel Martins, Chief Technology Officer and Interim Chief Executive Officer at Calabrio. “Five9 shares this dedication to helping businesses thrive in an ever-evolving customer-centric environment. With this collaboration, our customers can deliver exceptional experiences, increase agent satisfaction and boost operational efficiency."
Nutrisystem, an early beta tester of Five9’s VoiceStream for real-time audio streaming, faced contact center challenges in workforce planning and quality management processes due to manual tasks and disconnected information. Using Calabrio ONE, Nutrisystem modernized and automated its contact center operations, and the Calabrio and Five9 integration resulted in call recordings seamlessly streaming to Calabrio ONE for AI-fueled quality management and analytics. Workforce planners also have sophisticated, AI-powered forecasting and automated scheduling tools to more efficiently develop forecasts and schedules. Nutrisystem now enjoys enhanced analytics, better visibility into the customer experience, and a 67 percent increase in contact center productivity.
Edited by
Alex Passett
