Calabrio has confirmed that its Workforce Management (WFM) solution now "interoperates" with the Microsoft Dynamics 365 Contact Center.
As such, Microsoft CCaaS customers may access advanced WFM capabilities, including agent self-scheduling, multi-skill/-channel forecasting, intraday adjustments, and much more.
Consequently, Microsoft’s CCaaS customers may benefit from more precise workforce planning and improved resource alignment while unlocking new opportunities for increased employee engagement.
Meanwhile, Calabrio extends its relationship with Microsoft, having already developed a WFM integration for its customer engagement CRM: Microsoft Dynamics 365 Customer Service.
In doing so, the WFO giant can get in on the ground floor as Microsoft's CCaaS ambitions ramp up following July's release of the Dynamics 365 Contact Center.
Buoyed by that prospect, Raj Shankar, Global Head of Product at Calabrio, stated: "Together, Calabrio and Microsoft are empowering contact centers to deliver exceptional customer experiences.
"With Calabrio WFM, organizations gain access to a feature-rich solution for optimizing operational efficiency, complying with all labor rules, and automating scheduling for any work rule or legislation.
This interoperability brings the WFM to organizations prioritizing solutions for their contact center platform.
With Calabrio clearly enthusiastic about the potential of this new interoperability, let's take a closer look at some of the main features and benefits outlined by the vendor.
The Next Step
While it's a longtime Microsoft partner, Calabrio emphasizes that it's more than just a convenient partner for WFM; it's a prominent enterprise player.
Consider its scheduling capabilities. Alongside, agent self-service and shift bidding, it offers an AI-driven agent scheduling chatbot, an agent WFM app, and real-time insights and monitoring.
