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- Artificial Intelligence
- Chat and SMS
- Compliance Tools
- Customer Relationship Management
- Knowledge Management
- Recording Support
- Systems Integrators
- UC and Collaboration
- Visualization, Dashboards, and Automation
- Workflow Optimization
- Workforce Optimization
Helping organizations of all sizes reach their strategic goals by providing better insight into one of your most valuable enterprise resources – the contact center
Five9 and Calabrio provide a best-in-class, comprehensive contact center and WFO solution in the cloud. The Five9 Virtual Contact Center (VCC) integrates with the Calabrio ONE® suite through a seamless, cloud-to-cloud integration. This allows for simpler, more elegant experiences and minimal overhead, allowing you to get up and running quickly. Whether you’re a small team or large organization, Five9 WFO, powered by Calabrio, can scale to your needs and grows with you.
Workforce Optimization (WFO):
- Call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics – transforming the contact center into a customer engagement center and a valuable source of customer insight.
Workforce Management (WFM):
- More accurate forecasting, better performance tracking, stronger adherence and more.
- Everyone on the team takes a more active role in the process of staffing for customer service excellence.
- Helps meet the expectations of today’s employees who want more control and flexibility, and it frees managers to make better, faster, more informed decisions.
Quality Management (QM):
- Deliver end-to-end management of your QM processes in the cloud and offer Quality Assurance – to help you improve service.
- Highly-scalable call recording and screen recording with customizable evaluations to capture the complete agent and customer experience.
- Make better, data-driven decisions to protect and grow your business.
- Widget enabled dashboards provide visibility into all that is going on in your contact center.