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A Platform for the Modern Multichannel Contact Center

Posted on 10.10.2016

Enterprises are moving their contact centers to the cloud and there has been a surge of providers emerging to handle the influx.

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Customer engagement and analytics software Calabrio, for example, has released a solution that will enable omnichannel contact centers with the ability to deploy workforce optimization software in the cloud, on-premise, or as a hybrid approach.

Contact centers today are experiencing their own digital transformation and are deploying multichannel support and service options for customers, including web, chat, email, voice calls, social media and mobile interactions. These always-on contact centers manage multiple locations, allowing agents to work at home and employ an overall increasingly global workforce -- all of which requires a new kind of support infrastructure.

These trends, along with the high cost of hardware and tedious software maintenance and upgrade fees, have sparked a shift in contact centers moving to the cloud.

"Consumers expect premium service on their channels of choice, forcing today's contact centers to modernize across the board. We're committed to leading our customers through the digital transformation and the move to cloud computing," said Tom Goodmanson, president and CEO at Calabrio.

"There are tremendous benefits of moving customer and workforce data to the cloud, and we're the first in the industry to build an end-to-end multitenant, ACD-agnostic platform to make the transition to the cloud as easy as possible, whenever customers are ready."

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