Calabrio to furnish Middle East call centers with AI
MINNESOTA, UNITED STATES — Workforce engagement software provider Calabrio is set to upgrade call centers in the Middle East with a suite of the latest artificial intelligence (AI)-powered analytics technologies on a public cloud infrastructure within the region.
Calabrio’s AI-powered Interaction Analytics, available starting April 9, has three key features.
The first one aids contact center agents by giving them precise transcriptions of calls in Arabic. The second is establishing a public cloud in the United Arab Emirates to ensure data is hosted locally. This technology addresses data sovereignty and privacy regulations in the country.
Third is an AI-powered insights tool that aids agents in gaining a deeper understanding of their customers. They can access interaction patterns and competitor strategies and utilize these data to make the appropriate tweaks in their systems. They can also obtain useful AI-driven insights into customer sentiments.
“We believe that by providing local language support and a local Middle East cloud, we can empower contact centers in the region with the advanced tools they need to enhance agent performance, understand complex customer behaviors, and ultimately drive business success,” said Olle Düring, SVP Calabrio International at Calabrio.
Based in Minneapolis, Calabrio is a cloud-based customer engagement and workforce optimization software company with over 4,000 clients worldwide. After acquiring Teleopti in 2019, Calabrio became a top workforce management (WFM) solutions provider in the Middle East region.
