Workforce optimisation suite provider Calabrio has announced the availability of its workforce engagement management (WEM) platform in Southeast Asia with a new point of presence in Singapore.
Calabrio’s offering allows organisations to improve customer interactions via AI-powered analytics that reveal contact centre customer sentiments and behaviours – helping companies better understand their customers’ needs.
The company said the regional cloud WEM service was initiated to support growing demand in Southeast Asia for contact centre services, stemming from both local and global enterprises. Cloud growth in the region is particularly strong, with Calabrio saying that over half of its APAC revenue was generated from cloud installations in the past year, with 47 new regional customers acquired in 2020.
Josh Jabs, chief technology officer at Calabrio said: “Southeast Asian businesses are accelerating their cloud adoption, especially with the success in other countries and local enterprises now moving to cloud. Calabrio will be the first to provide a truly region-specific cloud WEM here. With our technology and strategic partners Cisco and Amazon Web Services (AWS) also launching cloud-based contact-centre-as-a-service (CCaaS) offerings here, Calabrio is well positioned to help Southeast Asian customers move on the cloud.”
Hosted in Sinagpore, Calabrio’s offering has become the first in the region to deliver a cloud-native enterprise WEM platform, with data sovereignty for Singapore-based customers being another driving force behind the move.
Sarel Roets, CEO for APAC at VoiceFoundry said: “In the evolved world of work from home, the emphasis on supporting agents wherever they are has never been more important which in turn means contact centres need a vendor that drives empowering, intelligent WEM functionality from any location.”
Last year, the company revealed its Calabrio ONE cloud offering, a WEM platform intended to cater for changes pushed by the COVID-19 pandemic, such as more flexibly-based employees.
“Calabrio ONE is designed for the modern contact centre, and part of that is having the agility to meet the moment—whatever that moment may be,” said Matt Matsui, Calabrio’s chief product officer. “Right now, it’s work from home and the impact of the pandemic. Tomorrow, it will be something else, and work from home will turn into work from anywhere; our agents will become free agents. But whatever the next challenge is, Calabrio’s goal is to provide a flexible platform that can quickly adapt to change. We’re proud that the new Calabrio ONE will help customers tackle their unique needs of the day and set them up for the future.”