While many companies use their workforce management to schedule a variety of activities such as training, many solutions haven’t yet embraced that new staple of the 21st century: the Zoom call. Zoom has seen tremendous growth in recent years as companies adopt its ability to drive human connection.
Workforce management company Calabrio announced its new integration with Zoom’s contact center platform. Zoom Contact Center is an omnichannel contact center solution that has been optimized for video and integrated into the same Zoom experience. Zoom Contact Center brings unified communications together with contact center capabilities. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market, said Calabrio.
Thanks to the integration, Zoom Contact Center customers can harness the functionality of a scalable WFM solution that meets the complex needs of contact centers across all industries, globally. AI-powered forecasting and automated, multi-skill scheduling connects the right agents with customers at the right time.
“With Zoom Contact Center, we are enabling brands to connect meaningfully with their customers,” said Scott Brown, Head of Zoom Contact Center Sales, in a statement. “Part of fostering these connections is integrating with advanced workforce engagement management (WEM) solutions to elevate the experience and performance of the agents interacting with customers. The agent-centric nature of Calabrio Workforce Management, alongside its ease of use and flexibility, fits perfectly with the Zoom mantra.”
The partnership, said Vickie McGovern, Vice President of Strategic Partnerships at Calabrio, was forged as more companies are evolving to the cloud from premised-based solutions.
“We embraced the demand of Zoom Contact Center customers for an integrated, true-cloud workforce management solution that meets the needs of customers, agents, and the entire customer service operation,” said McGovern. “As a customer-first organization we rose to the occasion. This WFM integration is just the start of Calabrio and Zoom’s ability to fully equip joint customers with the tools and insights to develop the full potential of their agents and deliver the experience desired by today’s customers.”
Edited by Greg Tavarez