Calabrio

Overview:

Calabrio and Avaya’s decade-long partnership offers global customers an integrated, cloud-native workforce performance solution. Calabrio ONE, our unified suite, features call recording, automated quality management, workforce management, AI-powered insights for human and virtual agents (automated bots), and business intelligence. Calabrio’s partnership provides Avaya contact centers with a comprehensive toolset to create more engaged employees, deliver exceptional customer experiences, and unlock transformational business insights.

At a glance:

Calabrio ONE integrates with the following Avaya platforms

  • Avaya Experience Platform (AXP)
  • Avaya Aura Contact Center
  • Avaya Aura Application Enablement Services (AES)
  • IP Office
  • Avaya Aura Call Center Elite on the Avaya Aura Communication Manager platform
  • Avaya Aura Contact Center (AACC) on the Communications Server 1000 platform

Benefits of the Avaya/Calabrio partnership.

  • Security, reliability, and scalability provided by the cloud.
  • Automated, easy to use, quality management solution to refine your workflow.
  • AI-powered data driven insights for human and virtual agents to understand and enrich customer experiences.
  • Best self-scheduling tools for modern workforce management to engage and empower agents.
  • Excellent and responsive customer service and support.
  • Technology partner since 2008.
  • Gold member of the Avaya DevConnect program.
Group of coworkers talking in a large modern open office space.

Key business solutions with Calabrio ONE.

Calabrio dashboard showing graphs and pie charts

Empowered employees

With Calabrio ONE you can:

  • Engage employees with the best self-scheduling tools available via a mobile app.
  • Customize your metrics and recognition to business objectives.
  • Develop agents with personalized coaching and dashboards.
  • Balance agent preferences with the needs of the business.
Calabrio dashboard showing a calendar and workflows

Enriched customer experiences

With Calabrio ONE you can:

  • Ensure the right agent is available at the right time in the right place.
  • Identify agents that need additional training quickly.
  • Tailor your metrics and recognition to business objectives.
  • Manage a diverse, multi-skilled workforce across channels easily.
AI Driven Insights Dashboard

AI and data driven insights

With Calabrio ONE you can:

  • Leverage contact center insights to deliver value across the business.
  • Shatter data silos and unlock improvement opportunities for human and virtual agents.
  • Empower non-tech users to create reports and dashboard independently.
  • Automate current manual work to reduce time to get actionable insights.
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Calabrio ONE Analytics propel Peckham Inc. to $2.7M revenue boost.

Peckham Inc. tapped Calabrio ONE Analytics to uncover the root causes of long holds and silence times. As a result, they now generates an extra $2.7 million in top-line revenue each year because of their tiered contract based on volume. Agents can now handle approximately one more call per hour. 

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Thanks to Calabrio, both Peckham agents and customers enjoy a much improved, much less stressful customer experience.

Wendy Dorn-Frazee IT Service Desk Workforce Specialist

Superior Propane boosts first contact resolution and efficiency.

Leveraging Calabrio Analytics, Superior Propane significantly improved first contact resolution in only 3 months, and can now handle 150 more customer inquiries per day due to reducing AHT by 30 seconds.

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Calabrio resources:

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