Five9 and Calabrio partner for contact center operations
MINNESOTA, UNITED STATES — Calabrio, a workforce performance suite provider, and Five9, a call center software provider, have joined forces to modernize contact center operations.
This partnership brings together Calabrio’s expertise in workforce performance and Five9’s Intelligent CX Platform.
“Our customers’ success drives Calabrio’s continued investment in innovation. Five9 shares this dedication to helping businesses thrive in an ever-evolving customer-centric environment,” said Joel Martins, Chief Technology Officer and Interim Chief Executive Officer, Calabrio.
“With this collaboration, our customers can deliver exceptional experiences, increase agent satisfaction and boost operational efficiency.”
Driving innovation in contact center operations
The partnership introduces a next-generation integration that leverages Five9‘s VoiceStream technology, a real-time audio and metadata streaming service.
The integration provides a comprehensive suite of solutions for Five9 virtual call center (VCC) customers, including enterprise-grade Call Recording, Quality Management, AI-driven Analytics, and Workforce Management (WFM).
These features are supported and certified by both Calabrio and Five9, setting them apart from competitors who only offer audio records and metadata after customer interactions.
Big News — Calabrio now offers #QM and #Analytics capabilities powered by Five9 VoiceStream, a new real-time audio and metadata streaming service! Read more about the incredible benefits this integration offers for customers: https://t.co/AtmJBGIilV #calabrio #contactcenter #CX pic.twitter.com/0J2Q1ab0Du
— Calabrio (@Calabrio) July 30, 2024
“Innovation is key for modern contact centers. The introduction of real-time audio streaming through Five9 VoiceStream marks a significant milestone in the industry,” added Dan Burkland, President, Five9.
“Together, we are enabling contact centers to achieve unparalleled efficiency, flexibility and performance.”
Real-world impact: Nutrisystem’s success story
Nutrisystem, an early adopter of this integrated solution, has already experienced remarkable results.
By implementing Calabrio ONE in conjunction with Five9’s VoiceStream, Nutrisystem modernized its contact center operations, achieving enhanced analytics, improved visibility into customer experiences, and a 67% increase in contact center productivity.
This success story underscores the potential of the Calabrio-Five9 partnership to drive significant improvements in contact center efficiency and performance.
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Disclosure: Outsource Accelerator uses AI tools in the backend of its editorial workflow. Every article is reviewed and verified by a human editor before publication.
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