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Partner Article: Calabrio Enhances its Innovative AI-driven Business Intelligence Tools

Published on 10 July 2024

Partner Article: Calabrio Enhances its Innovative AI-driven Business Intelligence Tools

MINNEAPOLIS – JUNE 25, 2024 - Calabrio, the workforce performance company, unveiled its Summer of AI Innovation Summer Release announcement, featuring in-depth product demonstrations of its AI-fueled business intelligence tools, launch of new product capabilities and outline of its roadmap for Calabrio ONE—a cloud-based workforce performance suite for smarter and more efficient contact centre operations. 

Calabrio’s announced innovations include new and improved products, along with expanded opportunities for agent self-training. Customer resources, including Calabrio Help Centre, Learning Studio and open hours help provide smooth adoptions and seamless transitions into Calabrio ONE platform’s new additions.  

“Contact centres require faster, more precise and smarter performance information to streamline processes and deliver value,” said Magnus Geverts, Vice President of Product Marketing, Calabrio. “Our technology, driven by AI, is a game-changer in boosting productivity, ROI and employee engagement. We will continue this speed of innovations and new-to-market solutions that contact centres need to provide best-in-class service to customers.”  

With its acquisition of Wysdom’s AI chatbot technology, Calabrio enhances human and bot agent management which is critical to the future of the contact centre. This growth improves the employee experience by making tasks easier to control.  

Product News 

Calabrio recently introduced several new solutions, utilising AI tools to help agents be more productive and effective, and enhance customer service. 

The company leads the way in innovation, starting with Bot Analytics, the industry’s first Quality Management (QM) tool that automatically reviews all chatbot interactions, for greater customer experience. Harnessing the power of AI, it enhances quality by monitoring and improving performance quality of chat and voice bots. It organises conversations, simplifies reviews and makes it easier to address issues. 

Additionally, Calabrio Insights provides key business intelligence providing contact centres with the data for making strategic business decisions. Calabrio’s advanced business intelligence tool is transforming how customers interact with reporting. Using the latest cloud technology, Insights offers more features and enhances self-service and AI-driven knowledge for everyone. With dashboard sharing, automated graphs and machine learning (ML)-powered analysis, customers can improve their call logging in the transition from Data Explorer to Insights. 

Interaction Summary is the next level of achieving industry standards and improving the contact centre experience for agents, making them more productive. It helps customers save on Handle Time and simplifies processes by summarising contacts. AI-based technology will create uniform and unbiased summaries for each interaction, which boosts productivity and ensures consistency for logging and references. The feature reduces or eliminates after-call work time by summarising every customer interaction for each agent individually, and automatically sends summaries to any CRM system 

Lastly, Calabrio GovSuite meets the FedRAMP compliance requirements and provides state and nationwide workforce management (WFM) services to government agencies. 

Webinar Details and Registration  

In its free Summer Release webinar, Calabrio will showcase Insights, its powerful reporting platform powered by AI, and new features to Interaction Summary.  

Webinar attendees will learn about other news and various updates, including: 

  • GovSuite additions 
  • Transcript enhancements 
  • Insights AI add-ons  
  • Demo of the Calabrio ONE suite 
  • Calabrio’s product roadmap for the remainder of 2024 

Free webinar: Tuesday, June 25 and Thursday, June 27, multiple time zone options available. Register here.  

Resources 

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About Calabrio 

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business. 

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.   

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Author: Leanne McNamee

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