Today Calabrio, the workforce performance company, introduced Insights, a cutting-edge business intelligence (BI) solution embedded in Calabrio ONE. Calabrio ONE is the only workforce engagement management (WEM) solution with artificial intelligence (AI)-powered analytics and BI built into its core, and the Insights update is the latest in Calabrio’s pipeline of innovative WEM solutions.
“Contact centers need fast, accurate and informative results to improve performance,” said Joel Martins, CTO and Interim CEO of Calabrio. “Insights speeds up the process of transforming analytics into impact, providing accessible, actionable information and a faster return on investment.”
To improve contact center performance, organizations need to understand their data well. Using the industry’s latest cloud technology, Insights provides access to more features faster and accelerates self-service and AI-driven knowledge for everyone. Functionality that makes Insights unique includes:
- Simplified analysis: Users can access WEM and interaction data in a unified BI solution, eliminating the need for multiple applications. Insights predicts trends, identifies outliers and swiftly identifies root causes; interactive examination, ad-hoc queries, and on-the-fly analysis are seamless.
- Ease of use: Insights allows non-technical users to build their own reports and dashboards without relying on IT or data analysts’ help, increasing autonomy and accelerating decision-making. Training times are also lessened, compared to other BI products.
- Enhances teamwork: Insights allows team members to send dashboards and actionable intelligence safely, encouraging dialogue and coordination among users, across departments.
Insights will replace the current suite-wide reporting solution, Data Explorer, providing Calabrio customers with the most modern, intuitive BI tool. Available globally, in all cloud regions, by May 30, 2024, Insights is one of several new additions to the Calabrio product suite designed to provide a comprehensive set of AI solutions for contact centers. This launch follows Calabrio’s acquisition of Wysdom.ai and the release of Interaction Summary, which aims to improve contact center productivity through AI. Calabrio has a robust pipeline of next-gen products premiering throughout 2024.
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