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What is Calabrio Workforce Management?

Revolutionize your approach to team management and motivation with Calabrio WFM's cutting-edge solutions, available both in the cloud and on-premise. These offerings enable contact centers to efficiently strategize and oversee their operations, boost employee satisfaction, and provide outstanding customer service. By combining effective staffing methods with opportunities for staff engagement, Calabrio WFM enhances visibility, adaptability, and overall effectiveness. Tailored for mobile use and centered around user experience, this solution maximizes the capabilities of your organization and its personnel. Our sophisticated self-service and agile scheduling technologies are designed to match the rapid pace of your operations, fostering a more flexible and appealing atmosphere that caters to employee preferences. Additionally, incorporating powerful technology into your workforce management strategies through self-service agent options and automated interfaces for contact center platforms allows you to optimize forecasting, scheduling, and communication workflows. By actively involving employees through prompt feedback and gamification strategies, you not only support their professional advancement but also provide them with the flexibility they desire in their roles. Ultimately, leveraging Calabrio WFM empowers your organization with essential resources to excel in a challenging market environment, ensuring both team and customer satisfaction. Embrace this opportunity to elevate your workforce management and drive your organization toward success.

What is AgentTime?

AgentTime™ offers an accessible and budget-friendly approach to handling workforce scheduling in call centers. With this tool, you can swiftly import forecasts that detail call volumes and average handling times segmented by specific intervals. The software is capable of producing optimized weekly schedules customized for your teams of agents. AgentTime is equipped with Portage’s innovative Call Center Designer and the SimACD staffing tool, which collaborate to ascertain the optimal number of agents required for each time slot during your operational week. The Call Center Designer employs well-established Erlang-C formulas to provide precise predictions regarding staffing necessities and various performance indicators for every time period throughout the day. Meanwhile, SimACD enhances these predictions, enabling you to test various agent configurations in a simulated automatic call distributor (ACD) setting before finalizing your scheduling decisions. Thanks to its intuitive user interface, AgentTime simplifies the creation of weekly schedules, promoting seamless and efficient operations for your call center, ultimately leading to enhanced productivity and service quality. In addition, this solution allows for easy adjustments based on real-time data, ensuring your workforce is always aligned with fluctuating demand.

Media

Media

Integrations Supported

Qmatic Experience Cloud
Qmatic Orchestra
Qwaiting

Integrations Supported

Qmatic Experience Cloud
Qmatic Orchestra
Qwaiting

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

Calabrio

Date Founded

1995

Company Location

United States

Company Website

www.calabrio.com/products/workforce-management/

Company Facts

Organization Name

Portage Communications

Company Website

portagecommunications.com/call-center-scheduling-software/

Categories and Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Categories and Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

Workforce Optimization (WFO)

Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning

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