BroadSource, a leading provider of cloud collaboration and contact centre solutions, today announced a partnership with Calabrio, the customer experience intelligence company, enabling BroadSource customers to quickly deploy a cloud workforce engagement management suite that delivers operational efficiency and effectiveness across every agent location; including home based workers.
Combining BroadSource’s customer journey management with Calabrio’s leading workforce and customer engagement solutions, the partnership addresses the need for contact centres to swiftly spin up customer support operations that are decentralised and modernised, particularly during the pandemic.
“The BroadSource and Calabrio relationship comes at a crucial time for contact centres. Businesses continue to adjust work patterns to meet changing staff and customer demands. Managing this multitude of rapid changes to the way contact centres do business requires a robust solution to help schedule, monitor, and manage an at-home workforce,” said Jason Thals, Chief Operating Officer, BroadSource.
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BroadSource supplies and implements Calabrio’s workforce engagement management suite to deliver a cloud-based solution for organisations seeking a complete turn-key contact centre that can enable continuous customer and employee engagement through fast-changing consumer needs and working environments. In addition, BroadSource has extensive experience with information security (credit cards, personally identifiable information including health records), self-service (mouse, touch-tone and natural language speech navigated), voice biometrics, 2-way notifications by e-mail and SMS as well as web chat (manual and automated), Social Media and both “queue for me” and “personalised” callback formats.
“As Calabrio continues to see an acceleration in cloud uptake and business growth in Australia and the wider APAC region, our partnership with BroadSource comes at the ideal time. We need strong cloud partners like Broadsource to deliver the integrated solutions that contact centres require for service success in today’s landscape,” said Ross Daniels, VP Global Partner Organisation, Calabrio.
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