In an industry that is making great progress with big data, AI analytics and a digital route and ever-expanding possibilities, one must always see one thing: a customer service organization that is bringing workforce engagement management (WEM) solutions . Put people first Their business should operate primarily with customers and customer service representatives, providing a customized, informed and human-centric experience.
Calabrio empowers its customers with products and services that significantly enhance human interaction between the contact center and beyond. Why is it that we are once again recognized as a visionary in the 2020 Gartner Magic. Quarter for Workforce Engagement Management (WEM) 1. This marks the fourth year of Calabrio being named Visionary by Gartner.
With the release of Calabrio One version 11 in 2019, we are offering a completely redesigned WEM experience with humans in mind. A fully modern interface ensures cumbersome data or smooth reporting and more agile and digestible analysis that tells our customers what they really need to know.
As one customer states: “Calabrio has an intuitive and well-designed user interface that makes it easy to navigate between modules. User support is the best I’ve experienced from any WFO platform – their online The support system is comprehensive and easy to use, customer support is efficient and responsive, and they have a user community.
It is set up between the Calabrio Success Center and Calabrio Champion’s network, where users can receive advice and peer support . ”- Infrastructure and Operations, Energy and Utilities in Gartner Peer Insights, 31 October 2019.
Of course, human-centric WEM innovation is about access to key insights and ease of use. But also how software can improve the work life of the people who need to be involved and managed, namely the team. Representation is at the heart of our development vision, with Calabrio empowering them with insight and ownership of their work through highly personalized and systematic personal dashboards.
Agent-wise self-service automation such as newly released self-scheduling and chat authorization. Better self-management possibilities give teams a better voice there. More flexibility and immediate responses while improving service operations.
According to the new Gartner report, “Recording and evaluation of employee performance, forecasting and scheduling employees’ right turn, tight integration into the domains used, and workflow remain a core activity driven by this.
However, employees do A large shift in focus on engagement has led customer service application leaders to expect greater value from vendor solutions due to the link between engagement and performance. ”
The renaming of a Magic Quadrant visionary by Gartner is an exciting year for Calabrio, including the acquisition of Telopti and the Gartner Peer Insights Customer’s Choice for Workforce Engagement Management 2. As we continue to do so in 2020, we will remain true to our commitment to our customers and the changing user experience of WEM.
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