Calabrio ONE Integration Designed for Twilio Flex

Managing the daily operations and workforce of a contact center can provide a wide-variety of challenges for your business. Every day, contact center managers need to analyze forecasts and customer behaviors to ensure that enough agents are scheduled t…

Managing the daily operations and workforce of a contact center can provide a wide-variety of challenges for your business. Every day, contact center managers need to analyze forecasts and customer behaviors to ensure that enough agents are scheduled to respond to customer inquiries, and that every interaction is driving customer satisfaction.  

Workforce Optimization (WFO) solutions automate processes that allow you to manage and improve agent performance. These solutions enable contact center supervisors to automate forecasting and scheduling, spend more time coaching, and improve communication with agents.

Twilio Flex is partnering with Calabrio to provide customers a validated solution for Workforce Optimization (WFO). This cloud to cloud integration was designed in a joint effort with Calabrio to enable Twilio Flex customers to prioritize their customer and agent experience by utilizing Workforce Management, Quality Management, and real-time Analytics.

Workforce Management (WFM)

Calabrio One Workforce Management screen image example.

This integration provides Twilio Flex customers with simplified access to the new Calabrio ONE WFM solution.

This WFM solution enhances workforce productivity by analyzing customer behavior to automate the creation of accurate forecasts in minutes, not days. It also enables contact center managers to utilize rule-based automations to aggregate agent feedback for scheduling, to provide a healthy work-life balance and improve agent retention.

The Calabrio WFM integration is designed to work with Twilio Flex and enables you to bring agent schedules from Calabrio into the Twilio Flex agent experience. Automating these schedules and other daily operations enables managers to spend more time coaching and improving customer interactions.

Quality Management 

Calabrio One QM screen example on desktop and iPad.

Every customer interaction is an opportunity for your contact center to provide a valuable experience. Only with Twilio Flex, can you live monitor 100% of voice interactions with Calabrio ONE Quality Management.

The Calabrio ONE integration automates recording and reporting for every call, to provide valuable insight to managers and streamline evaluations. This information is easily digestible for managers to make decisions that improve customer experience and are the foundation for AI driven analytics.

Analytics

Calabrio One Analytics example screen.

The Calabrio ONE integration provides a repository of advanced analytics applications to ease the learning curve for managers. Speech and desktop analytics can be used to unlock the intelligence buried in your Twilio Flex contact center.

You can use this data to distill key customer trends that enable your developers to make profitable changes to your contact center.

Availability 

Calabrio language support table

 

The Calabrio ONE integration is available to Twilio Flex customers worldwide and supports a wide variety of languages for UI, documentation, phonetics, and transcription.

To learn more about the Calabrio ONE integration, check out their listing on the Twilio Showcase or email our team ecosystempartners@twilio.com.

Integrate WFO today

The validated Calabrio ONE integration is available today and has been used by customers like College Hunks Hauling Junk to add WFM to their Twilio Flex contact center. Interested in learning more about Calabrio ONE integration for Twilio Flex? Check out Calabrio.com for more details.

Phil is focused on building relationships and collaborating with technology partners to enable our customers to enhance their use of the Twilio platform. Outside of work, you can find Phil spending time in the mountains, traveling, or playing with his one year old pup Stanley.


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