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Calabrio: Digitally Transforming Contact Centers

Calabrio ensures the right person is in the right seat at the right time to help each customer with their needs

An Intellyx Brain Candy Brief

Calabrio offers customer engagement management and workforce optimization software that helps enterprises bring their call centers in line with their digital transformation initiatives.

calabrio-logExecutives have long considered call centers to be cost centers, necessary evils that should cost as little as possible. For digitally transformed organizations, in contrast, contact centers – so renamed to reflect the addition of chat, social media, text, and other channels – are an integral part of the modern customer journey.

Calabrio ensures the right person is in the right seat at the right time to help each customer with their needs. Its software records each interaction across each technology channel, providing the ability to manage quality. And perhaps most important: Calabrio offers the associated analytics that provides visibility into omnichannel interactions that companies can integrate with other applications to optimize the customer experience.

Calabrio also empowers agents, leading to better quality and lower agent turnover via support for better training, in part through gamification that helps agents identify resources within their organizations that can provide training, coaching or other support.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at [email protected].

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More Stories By Jason Bloomberg

Jason Bloomberg is the leading expert on architecting agility for the enterprise. As president of Intellyx, Mr. Bloomberg brings his years of thought leadership in the areas of Cloud Computing, Enterprise Architecture, and Service-Oriented Architecture to a global clientele of business executives, architects, software vendors, and Cloud service providers looking to achieve technology-enabled business agility across their organizations and for their customers. His latest book, The Agile Architecture Revolution (John Wiley & Sons, 2013), sets the stage for Mr. Bloomberg’s groundbreaking Agile Architecture vision.

Mr. Bloomberg is perhaps best known for his twelve years at ZapThink, where he created and delivered the Licensed ZapThink Architect (LZA) SOA course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, the leading SOA advisory and analysis firm, which was acquired by Dovel Technologies in 2011. He now runs the successor to the LZA program, the Bloomberg Agile Architecture Course, around the world.

Mr. Bloomberg is a frequent conference speaker and prolific writer. He has published over 500 articles, spoken at over 300 conferences, Webinars, and other events, and has been quoted in the press over 1,400 times as the leading expert on agile approaches to architecture in the enterprise.

Mr. Bloomberg’s previous book, Service Orient or Be Doomed! How Service Orientation Will Change Your Business (John Wiley & Sons, 2006, coauthored with Ron Schmelzer), is recognized as the leading business book on Service Orientation. He also co-authored the books XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996).

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting).

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