May 21, 2024 Calabrio & Avaya: Cloud Excellence in Contact Centers

Increased flexibility, scalability and advanced functionalities provide superior customer experiences.

Contact center services, which are essential to business, are always changing and need more flexibility, scalability, and sophisticated features to give better experiences for both agents and customers. Calabrio WFM’s integration with AXP Public Cloud satisfies these increasing demands by offering businesses looking to adopt cloud computing seamlessly a reliable and cutting-edge solution.

“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, 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.”

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 powerful functions like:

• Predictive forecasting that uses advanced analytics and machine learning to enable smarter scheduling, staffing and budget planning decision
• 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
• Self-scheduling gives agents the freedom and control to manage their schedules—anytime, anywhere
• Automated suite-wide custom reporting that makes it easy to build and automate custom reports with key metrics that mean the most to your contact center

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