Calabrio and Five9 have partnered to offer customers a joint solution that brings together Calabrio’s quality management and analytics capabilities with Five9’s VoiceStream.
The new real-time audio and metadata streaming service Five9 VoiceStream can now be used with Calabrio ONE, a workforce performance suite designed to bolster agent performance and customer experiences, while also supporting workforce efficiency.
According to Calabrio’s related press release, Five9 VoiceStream outperforms competitors that only utilise audio records and metadata after customer interactions.
Joel Martins, Chief Technology Officer and Interim Chief Executive Officer at Calabrio, outlines some of the benefits that this partnership can bring to its customers: “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.
“With this collaboration, our customers can deliver exceptional experiences, increase agent satisfaction and boost operational efficiency.”
Case Study: Nutrisystem
Calabrio points to a Five9 VoiceStream beta tester called Nutrisystem that previously had disconnected information, which resulted in workforce planning and quality management issues.
By implementing the workforce performance suite Calabrio ONE, it was able to modernise and automate its contact centre operations. Moreover, the Calabrio and Five9 integration led to call recordings connecting with Calabrio ONE to bring AI-powered quality management and analytics.
Workforce planners also bring AI forecasting and automated scheduling tools to simplify forecasts and scheduling.
Calabrio reports that Nutrisystem is now enjoying ‘enhanced analytics’, ‘better visibility’ relating to customer experience, and a 67 percent rise in contact centre productivity.
Five9 VoiceStream
Five9 VoiceStream was first announced in September 2020 as a solution to help partners, customers, and system integrators use real-time voice along with a range of applications.
The developer-friendly real-time media streaming API allows for seamless integrations and offers a high level of security to keep customers’ voice data safe.
Five9VoiceStream partners can use a RESTful API to stream agent or caller audio with advanced computer telephony integration (CTI).
Use cases for the solution include customer authentication through biometrics, agent assistance, agent training and coaching, real time speech analytics, and sentiment analysis.
Dan Burkland, President at Five9, explains what their partnership is achieving within the industry: “Innovation is key for modern contact centres. The introduction of real-time audio streaming through Five9 VoiceStream marks a significant milestone in the industry.
“Calabrio is an established leader in the workforce engagement management space and brings a long-standing history of customer commitment.
“Together, we are enabling contact centres to achieve unparalleled efficiency, flexibility and performance.”
The customer experience (CX) and contact centre specialist Calabrio has had a long running relationship with the Intelligent CX Platform provider Five9 and is a Five9 Select Partner.
In 2016, the two companies formed a partnership that enabled Five9 to sell Calabrio’s WFO software and Calabrio to sell Five9’s cloud contact centre suite.
Earlier this month, Calabrio announced improved call recording capabilities that will enable integration with Cisco’s Webex Calling solution.
The all-in-one compliance recording tool promises to provide enterprises with “reliable and scalable” cloud-based call recording.
Meanwhile, Five9 has recently announced its new AI Knowledge solution, the latest feature in the company’s Genius AI suite.
Powered by generative AI (GenAI), the tool is designed to tackle one of the “biggest pain points” in customer experience by enabling agents to deliver speedier responses to customer inquiries.
