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.
