Calabrio, a leader in workforce performance management, has announced that its Workforce Management (WFM) solution now integrates with Microsoft Dynamics 365 Contact Center. This partnership is a testament to the long-standing collaboration between Calabrio and Microsoft, aiming to enhance the efficiency and performance of modern contact centers.
1. Seamless Integration with Microsoft Dynamics 365
- Interoperability: Calabrio WFM is now fully interoperable with Microsoft Dynamics 365 Contact Center, providing advanced workforce management features for contact centers.
- Self-Service Capabilities: Agents can benefit from powerful self-service options, enhancing operational efficiency.
- AI-Driven Insights: Contact center leaders can leverage AI to optimize workforce planning and operations seamlessly.
2. Boosting Efficiency and Flexibility
- Accurate Workforce Planning: The integration provides more accurate scheduling and resource allocation by utilizing AI-driven insights.
- Real-Time Monitoring: Organizations can track contact center performance and make proactive decisions with real-time data.
- Employee-Centric Approach: The focus remains on both operational efficiency and enhancing the agent experience, ensuring workforce satisfaction and productivity.
3. Versatility for Contact Centers
- Compliance with Labor Rules: The platform complies with all labor regulations and automates scheduling, reducing manual work and errors.
- CCaaS Flexibility: Calabrio WFM’s seamless integration with other leading Contact Center as a Service (CCaaS) platforms ensures that it adapts to the evolving contact center landscape.
- AI-Powered Features: Key features include agent self-scheduling and an AI-driven Agent Scheduling Chatbot, available within the full contact center stack running in Azure.
4. Testimonials from Industry Leaders
- Raj Shankar, Global Head of Product at Calabrio: “We’re enabling contact centers to deliver exceptional customer experiences with robust flexibility and efficiency.”
- Harish Tyagi, Product Leader, Microsoft: “This integration offers real-time insights, enhanced efficiency, and versatile solutions, empowering contact centers to meet customer and agent needs.”
The integration of Calabrio WFM with Microsoft Dynamics 365 Contact Center marks a significant advancement for contact centers. This partnership provides real-time insights, seamless scheduling, and versatile solutions that empower agents, ensuring operational excellence while enhancing customer satisfaction.
Business Wire, a Berkshire Hathaway company, is the global leader in press release distribution and regulatory disclosure. Public relations, investor relations, public policy and marketing professionals rely on Business Wire for secure and accurate distribution of market-moving news and multimedia. Founded in 1961, Business Wire is a trusted source for news organizations, journalists, investment professionals and regulatory authorities, delivering news directly into editorial systems and leading online news sources via its multi-patented NX network. Business Wire’s global newsrooms are available to meet the needs of communications professionals and news media worldwide.
