Solgari is pleased to announce a new partnership with Calabrio, the workforce performance company, to offer our customers industry-leading Workforce Management (WFM).
Calabrio’s WFM software is now integrated with Solgari’s all-channel cloud contact center solution, providing our customers with the tools to maximise workforce performance and employee engagement, through:
- AI-based forecasting and granular scenario planning using historical customer data to accurately align resources by skill/campaign/channel to demand.
- Allowing agents to engage with their shifts through shift bids; shift trades; break time adjustments and shift start and end preferences to create a balance between achieving business goals, and the work/life balance for agents.
- Powerful self-scheduling tools that allow agents to deliver exceptional service, while reducing familiar contact center operational challenges such as excessive staff sickness and churn unnecessary overtime payments; and fairness in time off entitlements.
Richard Pinnington, Director of Strategic Partnerships at Calabrio, commented on the partnership, “Calabrio’s Workforce Management software provides powerful forecasting tools for resource planners and some of the best agent self-scheduling features available on the market. We’re delighted to partner with Solgari to bring employee engagement and schedule optimisation tools to their Microsoft contact center user community.”
Joe Leberte, VP of Sales & Partnerships, Solgari added, “Solgari’s powerful and granular native reporting capabilities combined with Calabrio WFM is a very exciting opportunity for our customer. Business leadership is equipped with the insight and controls to refine customer-facing operations in response to actionable insight, real-time data, and accurate forecasting. Solgari and Calabrio customers will stay ahead of the curve by simultaneously delivering exceptional customer experiences and streamlining internal contact center operations and schedules.”
-ENDS-
Contacts:
Conor MacMahon – Global Marketing Manager
Richard Pinnington – Director Strategic Partnerships
richard.pinnington@calabrio.com
About Solgari:
Solgari enables organisations to have better conversations with clients, contacts and colleagues, via contact center as a service and business communication technology. Solgari is an end-to-end global cloud communications solution requiring no hardware or software and in conjunction with our carrier and SMS capability – and is available anywhere, integrating seamlessly with Microsoft Teams, Microsoft Dynamics 365 and the Power Platform.
Solgari supports customers across Healthcare, Financial Services, Manufacturing, Retail, Utilities and Non-Profit in addressing all business communications from customer care, contact tracing, sales, marketing, internal support, surveys, and automation, across all channels and functions removing the need for multiple telephony, contact center, recording and archiving, and carrier solutions.
To learn more about Solgari, visit www.solgari.com
Download Solgari for Teams from the Microsoft Marketplace here
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 enriches human interactions and empowers your contact center as a brand guardian. We unlock the true voice of the customer and deliver what brands crave: engaging interactions, business intelligence, and profit. Only Calabrio ONE unites workforce optimization, agent engagement, and business intelligence solutions into a true-cloud, enterprise-grade suite that is as agile as your business needs.
To learn more about Calabrio, https://www.calabrio.com/about-calabrio/
