Calabrio has announced a next-generation integration with Five9.
As a Five9 delect partner, Calabrio now offers quality management and analytics capabilities using Five9 VoiceStream, a new real-time audio and metadata streaming service.
"Our customers’ success drives Calabrio’s continued investment in innovation,” Joel Martins, chief technology officer and interim chief executive officer, Calabrio. “Five9 shares this dedication to helping businesses thrive in an ever-evolving customer-centric environment. With this collaboration, our customers can deliver exceptional experiences, increase agent satisfaction and boost operational efficiency."
The integration provides several benefits to Five9 virtual call centre customers, including enterprise-grade call recording, quality management, AI-driven analytics and workforce management — all supported and certified by Calabrio and Five9.
"Innovation is key for modern contact centres,” said Dan Burkland, president, Five9. “The introduction of real-time audio streaming through Five9 VoiceStream marks a significant milestone in the industry.
“Calabrio is an established leader in the workforce engagement management space and brings a long-standing history of customer commitment. Together, we are enabling contact centres to achieve unparalleled efficiency, flexibility and performance."
Nutrisystem, an early beta tester of Five9’s VoiceStream for real-time audio streaming, faced contact centre challenges in workforce planning and quality management processes due to manual tasks and disconnected information. Using Calabrio ONE, Nutrisystem modernised and automated its contact centre operations, and the Calabrio and Five9 integration resulted in call recordings seamlessly streaming to Calabrio ONE for AI-driven quality management and analytics.
Workforce planners also have sophisticated, AI-powered forecasting and automated scheduling tools to more efficiently develop forecasts and schedules. Nutrisystem now has enhanced analytics, better visibility into the customer experience and a 67 per cent increase in contact centre productivity.