Latest news with #DaveRhodes
Business Wire
30-04-2025
- Business
- Business Wire
Calabrio Unveiling Record Number of AI-driven Features to Accelerate Contact Center Efficiency and Customer Service Satisfaction
MINNEAPOLIS--(BUSINESS WIRE)-- Calabrio, the workforce performance company, today announced powerful AI enhancements to the Calabrio ONE suite, designed to help organizations streamline operations, improve agent engagement, and deliver exceptional customer experiences. These innovations remove friction from daily workflows, giving managers and agents the tools to work more efficiently while ensuring service excellence. AI, now commonplace in contact centers, provides immense value. Calabrio's 2025 State of the Contact Center Report found that managers expect AI and automation to support agent wellbeing, improve workplace culture, and enhance customer behavior analysis. By automating time-consuming tasks, providing deeper insights, and improving flexibility for agents, these groundbreaking features enable contact centers to operate with maximum efficiency. Managers can shift their focus from manual oversight to strategic improvements and simultaneously give agents the autonomy and support needed to perform at their best—reducing burnout and improving service quality. "AI is here to stay and it's quickly changing the game,' said Dave Rhodes, CEO of Calabrio. 'Calabrio has made very thoughtful investments to create AI-driven features– not just for the sake of AI – but for the humans who use them. The purpose is to help agents more easily and successfully improve the customer experience. Much like the evolution from handwritten letters to email, our AI-powered Quality Management (Auto QM) is poised to redefine traditional methodologies, delivering immediate value and powerful outcomes on day one." The Calabrio ONE suite offers a range of advanced features designed to optimize operational efficiency and improve customer interactions, including the following key benefits: Auto QM: AI-driven quality management evaluates interactions for consistent scoring and quickly identifies coaching opportunities. Users can customize Generative AI prompts to meet unique business needs. Trending Topics: AI categorizes customer conversations into key themes, helping teams quickly spot trends, diagnose issues, and make data-driven improvements. Interaction Summary: AI-powered summaries offer an overview of customer interactions, supporting compliance and engagement. WFM Notifications: Real-time alerts keep agents and managers updated, enhancing visibility and planning. Vacation Planner Pro: Automated vacation bidding provides agents with fairness, compliance, transparency and control while reducing administrative tasks. Real-Time Desktop Analytics: Provides instant visibility into agent activity, helping managers identify workflow inefficiencies and enhance task optimization. Activity Requests for Calabrio WFM: Empowers agents with self-scheduling capabilities for pre-approved activities, driving operational efficiency. Periodization: Manages actual worked hours towards targeted work hours for a specified time frame per week and agent. 'We're proud to collaborate with some of the world's top contact centers, whose insights were instrumental in shaping these features,' said Magnus Geverts, VP of Product Marketing at Calabrio. "Contact centers need to balance efficiency with employee wellbeing and customer satisfaction. These features help organizations create a more agile, efficient and engaged workforce by addressing contact centers' key operational challenges. Managers gain actionable insights, agents experience greater flexibility and job satisfaction, and customers receive faster, more personalized service.' These features are available now for Calabrio ONE users. For more information, click here. Additional Resources: 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. Follow us on LinkedIn. Follow us on X.
Techday NZ
28-04-2025
- Business
- Techday NZ
Calabrio boosts contact centres with over 70 new AI features
Calabrio has announced the introduction of more than 70 new artificial intelligence-driven features to its Calabrio ONE workforce performance suite designed to enhance efficiency and customer service in contact centres. The company stated that these additions will be available to users of Calabrio ONE within a six-month period. The suite's enhancements focus on streamlining daily tasks, improving agent engagement, and offering managers and agents tools to increase operational efficiency. Calabrio highlighted that artificial intelligence is increasingly central to contact centre operations. Data from Calabrio's 2025 State of the Contact Center Report suggests that managers expect AI and automation to support agent wellbeing, foster a better workplace culture, and provide enhanced analysis of customer behaviour. By automating routine processes, offering deeper operational insights, and promoting greater flexibility for agents, the suite's features are intended to allow centres to operate with higher efficiency. According to the company, this shift helps managers transition from manual oversight towards more strategic initiatives, while empowering agents and aiming to reduce burnout and improve the quality of customer service. Dave Rhodes, Chief Executive Officer of Calabrio, said, "AI is here to stay and it's quickly changing the game. Calabrio has made very thoughtful investments to create AI-driven features– not just for the sake of AI – but for the humans who use them. The purpose is to help agents more easily and successfully improve the customer experience. Much like the evolution from handwritten letters to email, our AI-powered Quality Management (Auto QM) is poised to redefine traditional methodologies, delivering immediate value and powerful outcomes on day one." The updated Calabrio ONE suite introduces several key functions. The Auto QM feature uses AI to evaluate customer interactions for consistent scoring and rapidly identify coaching opportunities, with the option for users to customise generative AI prompts according to their business requirements. Trending Topics leverages AI to categorise customer conversations, helping teams pinpoint emerging trends, address issues, and implement data-based improvements. Interaction Summary provides AI-generated overviews of customer interactions to assist with compliance and engagement monitoring. WFM Notifications deliver real-time alerts to agents and managers, improving awareness and planning capabilities. Other additions include Vacation Planner Pro, which automates vacation scheduling to provide fairness and reduce administrative processes, and Real-Time Desktop Analytics, which offers immediate visibility into agent activity for identifying workflow inefficiencies. The Activity Requests feature within Calabrio Workforce Management enables agents to self-schedule activities within pre-approved parameters, and the Periodization function helps track actual worked hours against set targets for each agent on a weekly basis. Magnus Geverts, Vice President of Product Marketing at Calabrio, said, "We're proud to collaborate with some of the world's top contact centers, whose insights were instrumental in shaping these features. Contact centers need to balance efficiency with employee wellbeing and customer satisfaction. These features help organizations create a more agile, efficient and engaged workforce by addressing contact centers' key operational challenges. Managers gain actionable insights, agents experience greater flexibility and job satisfaction, and customers receive faster, more personalized service." All newly announced features are now accessible for users of the Calabrio ONE suite.
