Empowering contact center agents with powerful self-service tools while providing contact centers with AI-driven insights

MINNEAPOLIS: Calabrio, the workforce performance company, today announced that Calabrio Workforce Management (WFM) now interoperates with Microsoft Dynamics 365 Contact Center. This marks the next step in the longstanding collaboration between Calabrio and Microsoft, extending Calabrio's robust, employee-centric WFM capabilities to elevate the way contact centers work today.

The Calabrio WFM delivers powerful self-service capabilities to agents and equips contact center leaders with AI-driven insights to optimize operations. With the flexibility to work seamlessly with Dynamics 365 and other premier Contact Center as a Service (CCaaS) platforms, Calabrio continues to provide contact centers with the tools they need to succeed in an ever-evolving industry landscape.

Raj Shankar, Global Head of Product at Calabrio, commented, "Together, Calabrio and Microsoft are empowering contact centers to deliver exceptional customer experiences. With Calabrio WFM seamlessly working with Dynamics 365, we provide customers with robust flexibility and efficiency—enabling more accurate workforce planning, better alignment of resources, and a proactive approach to customer needs."

Customers that have chosen Microsoft as their preferred CCaaS vendor can now benefit from interoperability with Calabrio WFM, leveraging a versatile and highly efficient workforce management platform. With Calabrio WFM, organizations gain access to a feature-rich solution for optimizing operational efficiency, complying with all labor rules, and automating scheduling for any work rule or legislation. Key features include agent self-scheduling, an AI-powered Agent Scheduling Chatbot, and real-time monitoring—all within the full contact center stack running in Azure. This interoperability brings the WFM to organizations prioritizing solutions for their contact center platform.

"Enabling Calabrio Workforce Management to work seamlessly with Microsoft Dynamics 365 Contact Center represents a significant leap forward for contact centers," said Harish Tyagi, Product Leader, Microsoft. "With real-time insights for proactive decision-making, enhanced efficiency through accurate forecasting and seamless scheduling, and versatile, employee-focused solutions that empower agents, this interoperability combines our strengths to deliver a seamless, efficient, and flexible solution that optimizes operational performance while prioritizing both customer satisfaction and the agent experience."

Innovation and Scalability Expands Contact Center Capabilities

Calabrio WFM, formerly known as Teleopti, has a rich history with Microsoft, operating on Microsoft Azure servers for years and collaborating on notable projects such as "Grant"— the AI-driven Calabrio WFM chatbot. This latest advancement further solidifies the relationship by providing Dynamics 365 Contact Center customers with access to one of the most scalable and customizable WFM solutions available today.

Key Benefits:

• Real-time Insights: Organizations can use real-time insights to optimize agent scheduling.
• Enhanced Efficiency: By seamlessly connecting to queue data from Dynamics 365 Contact Center into Calabrio WFM, historical data is used for accurate forecasting and efficient scheduling of agents.
• Versatile, Employee-Focused Solutions: The combined solution enables agent self-scheduling and advanced forecasting, optimizing contact center performance while keeping the agent experience at the forefront.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (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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Fonte: Business Wire