Revolutionise how you manage and empower your workforce with dynamic cloud and on-premise solutions. Enable contact centres to plan and manage operations, engage employees, and create stellar customer experiences.
Engage your employees, power your customer experience. Drive digital transformation.
In June 2019, Calabrio acquired Teleopti. Combining optimised staffing with employee engagement possibilities, Calabrio WFM enhances visibility, adaptability, and performance.
Unlock new value and drive growth by homing in on these everyday interactions. Working with Calabrio, Route 101 is unlocking the true voice of the customer and delivering what customer-centric organisations crave: the ability to make every interaction engaging, insightful and profitable.
The scalability of the Calabrio cloud platform allows for quick deployment of remote work models—and it gives customers precise control over both operating costs and customer satisfaction levels. AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.
Customers choose Calabrio for a best-in-class experience, from implementation to ongoing support.
The right WFM solution can help you to improve customer service, employee satisfaction AND profitability. Often, it’s difficult to find a solution that delivers across all three areas, but with industry leading, optimised and automated forecasting and scheduling technology, your organisation can strike the perfect balance and ensure your customer service has the right person, with the right skills, in the right place at the right time.
Working wherever you are in the world, this easy-to-use solution will deliver world class support whilst facilitating your employee lifestyles. Get the most out of your investment and ensure your employees are engaged and empowered.
Officially certified connectors to all the major CTI providers so you can automate the transfer of contact data to your WFM solution.
For both short and long term planning, your organisation can benefit from multi-skill and multichannel forecasting. With trend and seasonality analyses, you’ll gain valuable forecasting insights.
Schedules, People & Shifts
Make agent planning effective with a powerful, multi-skill, scheduling optimisation engine. Enjoy a solution that takes into account work-hour legislation, demand and employee requests, and others. With agent administration capabilities, including work-hour contracts and skills assignments, and an efficient shift generator, you can create shifts from any mix of schedule activities.
With over 30 reports included as standard, gain insights into forecasting, scheduling accuracy and agent performance, and use the insights to drive better decision making. For up-to-date reporting, as well as schedule editing with drag-and-drop ease – in real time – use the Intraday function.
With a web-based agent portal, your agents can access not only their schedules but also industry leading empowerment tools – helping with work-hour preferences and self-assessment.
Keep agents engaged, encourage better performance and reward top performers with gamification.
Whilst this workforce management solution is available as both on-premise and cloud-based, WFM in the cloud is a compelling proposition for contact centres of all sizes.
With accurate and efficient scheduling and fully automated forecasting, your organisation can ensure that your agents are engaged and empowered – meaning they’ll deliver greatly improved customer experiences. With the full functionality available in the cloud, you can be sure your organisation is sacrificing nothing and gaining everything.
Cut costs – Avoid major investments in on-premise infrastructure
Benefit from increased scalability – scale up or down on your users, instantly.
Stop waiting around – with cloud based solutions, you don’t need to wait around for releases. Instead, new features are automatically and rapidly released, free of charge (it’s included in your monthly user fee).
Stop stressing over software/hardware – instead, leave it to the experts to handle integrations, IT operations, maintenance, support, infrastructure obsolescence. All you need to focus on is delivering outstanding customer experiences.
Gain valuable insights – with WFM data and support at your fingertips in real time, 24/7
If you’re eager to increase sales and customer satisfaction levels, concentrate on making life easier for your customers AND your agents.
WFM can often feel like walking a tightrope – balancing the demands of customers, employees, management and other stakeholders. Your customers expect staff to be available and quality to be consistently high; your employees want job satisfaction and work-life balance; and management demands efficient, profitable, and sustainable operations. When balanced and addressed correctly and successfully, these different objectives can lead to exceptional customer service, empowered and motivated employees and efficient operations.