MINNESOTA, UNITED STATES – Calabrio, a leader in workforce performance suits, is partnering with Five9, a call center software provider, to offer enhanced quality management (QM) and analytics capabilities.
This partnership leverages Five9 VoiceStream, a new real-time audio and metadata streaming service.
Chief technology officer and interim CEO of Calabrio Joel Martins stated, “Our customers’ success drives Calabrio’s continued investment in innovation. Five9 shares this dedication to helping businesses thrive in an ever-evolving customer-centric environment.”
He added that with the two companies’ partnership, their customers can “deliver exceptional experiences, increase agent satisfaction, and boost operational efficiency.”
Benefits for virtual call center customers
The integration of Five9 with Calabrio provides numerous benefits to Five9’s virtual call center customers (VCC), including enterprise-grade call recording, quality management, AI-driven analytics, and workforce management.
This collaboration supports both companies and positions Calabrio ahead of competitors by offering real-time audio and metadata streaming, unlike others that provide these records only post-interaction.
Dan Burkland, president of Five9, emphasized the importance of innovation, saying, “The introduction of real-time audio streaming through Five9 VoiceStream marks a significant milestone in the industry.”
“Calabrio is an established leader in workforce engagement management and brings a long-standing history of customer commitment. Together, we are enabling contact centers to achieve unparalleled efficiency, flexibility, and performance.”
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The Logix BPO Content Team is made up of writers who work directly inside the outsourcing world. We sit alongside operations managers, client success leaders, and workforce strategists running call centers, RPO programs, and back-office teams across the Philippines, UK, Australia and Us.
Our content comes from real collaboration with teams managing live client accounts in healthcare, fintech and tech consulting. We’re embedded in Logix BPO’s client delivery work, so we write what we see; the strategies and systems our teams actually use to build and scale outsourcing solutions.
