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Twilio is the cloud communications platform that enables innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers. Twilio has democratized communications channels like voice, text, chat,...
Cisco is a global leader in contact centers, delivering the most complete contact center portfolio. Our cloud contact center portfolio is on the open and flexible Webex Platform for Contact Center, which integrates advanced cloud services such as AI capabilities, enterprise-grade cloud...
BroadSource is a world leader in software development and engineering for the globe’s most sophisticated Service Providers and Enterprise businesses. BroadSource specialises in the software development, design, build, testing and integration of cloud collaboration and contact centres. The team...
Many business units or departments outside of the contact center have externally determined workload demands, which may make them great candidates for a workforce management tool. But do you dread the idea of trying to implement this change? Join Product...
Calabrio Data Explorer, available to all v10+ customers, allows you to create your very own custom reports and dashboards. But with so much QM, WFM, and Analytics data available, where do you start? In this session, Rackspace's WFO Program Manager...
In this session, one of the Calabrio 2020 Calabrio Analytics competition finalists will share the details of their prize-winning project, including how they used Calabrio Analytics to improve customer satisfaction. Add this session to your agenda and you'll receive a...
Remember the 90s? It was a time of Super Mario Kart, The Matrix, and Crystal Pepsi. It was also a time when agents could head to the coffee machine for the 50th time, with no one the wiser. Today, your...
COVID-19 has caused some contact centers to abandon their on-premises strategy and look to a cloud deployment to manage challenges with business continuity and a newly-remote workforce. In this session, moderated by Product Line Manager Chad Norberg, a panel of...
Avaya is re-imagining digital communications with innovation that defines the future of work and the customer experience. Our Avaya OneCloud™ ecosystem and its solutions empower organizations to deliver experiences that matter to customers and employees alike. Learn more at...
Whether you’re helping customers navigate order status or complete a financial transaction, self-service options can often feel more like fragmented conversations than engaging interactions that empower the customer. Self service can be transformed, offering a more intelligent approach to...
Bucher + Suter offer solutions to a range of business needs: cloud services providing businesses flexibility and agility; project realization that ensures on-the-ground contact center solutions are implemented the right way; and a suite of powerful enterprise application integrations...
The move home has required many contact centers to get creative. This was certainly true for the Customer Experience team at outdoor clothing retailer Patagonia. Their agents were interested in piloting new shift options, but management needed structure and predictability....
Calabrio Advanced Reporting is a powerful tool, uniting your disparate contact center data sources in one place. If you’re an Advanced Reporting user who is stuck using basic table layouts, join Data and Reporting Analyst Mike West, as he presents...
Voci Technologies, the leading speech analytics platform provider, enables contact centers to gain actionable insights from 100% of customer calls. Voci's GPU-accelerated, deep machine learning speech technologies feature open APIs that integrate easily with multiple audio sources, telephony providers,...
Break out the champagne! CMO Rebecca Martin and Senior Vice President of Customer Success Doug Lang will unveil the 2020 Calabrio ONE Award winners. Join us to hear why these customers are receiving this distinction and toast their success. Add...
For many businesses, the contact center is a strategic connection point for customers. But with the daily pressure to satisfy increasing customer expectations, it can be a challenge to keep contact center people and processes aligned with business objectives. To...
Join us as the 2020 Analytics competition winner walks attendees through the project that landed them the $50,000 grand prize. You'll see how they were able to uncover the voice of their customer to drive operational change in their organization....
Welcome to 2Ring’s virtual both at the Calabrio Customer Connect Expo! 2Ring has been active in the field of services for contact centers and IP telephony since 2001. 2Ring is mostly known for 2Ring Gadgets for Cisco Finesse, and...
Companies around the world are rising to the challenges posed by COVID-19. In France, Webhelp, a leading global business process outsourcer with more than 62,000 employees in 40 countries including USA, was tapped to provide the scheduling and forecasting...
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between...
Have you ever wished you could see question-level evaluation scores, including comments and which answer was selected, by agent and evaluation, all in one place? Having this data conveniently organized will help you efficiently prepare for and navigate your agent...
In a year of rapid change, many contact centers are being forced to pivot by changing the way they view and handle forecasting. For some, forecasting is no longer about accurately predicting the volume of calls and average handle time....
The evolving world of work presents new challenges for contact centers. This year’s virtual-only C3 is a microcosm of this change, and it requires a shift in expectations from team leads, supervisors, and managers. Today’s customers lead omnichannel lives, and...
Gladly is a radically personal customer service platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging....
