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.
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