True Cloud Enterprise Grade WFO Archives - Calabrio

9/5/22, 18:27 True Cloud Enterprise Grade WFO Archives - Calabrio
TRUE CLOUD ENTERPRISE GRADE WFO

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CUSTOMER INTERACTION ANALYTICS WORKFORCE MANAGEMENT CUSTOMER EXPERIENCE QUALITY MANAGEMENT CONTACT CENTER REPORTING
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Home » True Cloud Enterprise Grade WFO
Pause Before You Purchase:
Choose True-Cloud, Enterprise-

grade WFO
📌 Claim your spot on Wednesday, 1

May 11, 2022. Forrester Insights:
Implementing a Future-Fit Global...
TAKE YOUR “CLOUD UPGRADE” WITH A PINCH OF SALT
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To stay ahead, you know it’s time to modernize your workforce management and quality programs to be analytics
JUMP TO SECTION
driven. It’s time to move to an enterprise-grade workforce optimization suite. And for you, cloud is the future. There True Cloud vs Fake (Hosted) Cloud
may seem like an overwhelming number of new and established cloud vendors to choose between. But remember, Security
not all cloud WFO suites are created equal. Enterprise Grade WFO vs Basic WFO
Omnichannel Optimization
Innovative Solutions
We’re here as your trusted ally to help you avoid choosing a fake-cloud deployment option or sacrificing the
Questions to ask your Vendor
advanced features you need for your enterprise and contact center.
If you are looking for a true-cloud, enterprise-grade WFO suite, there is one clear and easy choice. With Calabrio WANT TO LEARN WHAT CALABRIO ONE CAN DO FOR
ONE you never have to compromise between functionality and cloud. You get a true cloud, enterprise-grade YOUR CONTACT CENTER IN THE CLOUD?
workforce maximization, optimization and engagement suite.
Learn More
Let’s look at this in context – meet the matrix that shows the value when enterprise-grade WFO is powered by a true
cloud:
FLIP THE TILES TO LEARN MORE:

TRUE CLOUD VS FAKE (HOSTED) CLOUD: WHAT’S THE DIFFERENCE AND WHY IT MATTERS
You’ve decided it’s time to take your WFO solution to the cloud. That’s a smart choice—and one that reflects the accelerated number of companies moving to the cloud to put
business first rather than drain focus on IT infrastructures.
But pause before you purchase because not all software offerings are created equal. There are many vendors marketing themselves as “cloud” without true-cloud solutions.
Jumping at the chance to generate an additional revenue stream, many on-premises vendors proclaim that they offer cloud applications without anything to back it up. Beware.
So how do you spot the difference between true-cloud and fake-cloud solutions? And crucially, why does it matter?
EXAMPLES OF TRUE-CLOUD CAPABILITIES
TRUE CLOUD FAKE CLOUD
Multitenancy 📌 Claim your spot on Wednesday,

Single tenant/hosted 1
Version-less with continuous delivery Version locked
TRUE CLOUD FAKE CLOUD
Highly secured with the latest security and compliance tools in real-time Partially secured and often with out-of-date security tools
Rapid performance scaling Limited scalability
High availability/ uptime – available anywhere at anytime Not available everywhere
Ease of integration and extensibility Integrations are costly and unstable
Easy to use with a modern, streamlined UX Cobbled together legacy applications, all with different user experiences
Here’s a closer look at the differences between a true cloud and fake cloud and why it matters:
Multitenancy
In true cloud: There is one instance of the platform that serves all customers or “tenants” simultaneously, across a shared infrastructure. Just like in an apartment building,
controls in the underlying code keep the tenants separate—you get your own unique, secure unit or tenant. This pooling of resources is what achieves true-cloud agility and
scalability.
In a fake cloud: The solution is actually built on a multi-instance platform. In this scenario, each customer or tenant receives its own server. To scale up, new servers must be
switched on manually which is costly, time-consuming, and difficult to maintain. To get the latest functionality, the latest software must be installed separately for each
instance, significantly delaying your ability to benefit from new features. Even worse, some fake clouds put multiple customers on the same server and rely on organizational
structure alone to keep them segregated; this is not multitenancy, it is shared tenancy and may require some features to be off-limits because the tenants would be able to see
each other’s data.
Continuous Delivery
Security
Rapid Performance Scaling

High Availability/Uptime May 11, 2022. Forrester Insights:
Ease of integration and extensibility
Ease of Use
True-cloud, enterprise-grade WFO means more functionality in the cloud. Not less.
Speak to our team to make sure you’re choosing a true cloud WFO suite that has the capabilities you need.
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ONE DEMO
ENTERPRISE GRADE WFO VS BASIC WFO: WHAT’S THE DIFFERENCE AND WHY IT MATTERS
Customer service has rapidly changed in recent years, leading to a greater need for WFO products that can aid/facilitate ever-changing demands. Some of the most significant
changes to customer service include:
Additional channels for customers to contact you in multiple ways

Automated repetitive tasks
Increased need for staff to continuously learn and develop a better understanding of advanced agent-handled contacts
Greater demand to manage the shifting needs of your employees while adjusting to changing customer requirements
Rising to the challenges of recruiting and retaining talented staff
Now, while there are many WFO products in the market, not all of them are able to meet the needs of your contact center. It’s important to differentiate between a modern,
enterprise-grade WFO solution and the more basic options on the market.
See the chart below to learn more about those options and see the impact of choosing one or the other.
EXAMPLES OF ENTERPRISE-GRADE WFO CAPABILITIES

FUNCTIONALITY ENTERPRISE-GRADE WFO BASIC WFO
Omnichannel optimization Allows forecasting, scheduling, evaluations and interaction analytics across all Limited omnichannel functionality, sometimes voice only. Poor multi-skill
channels to help you optimize the complete channel mix. Proven multi-skill management, including inaccurate or incomplete forecasting, staffing allocation,
management. or interaction analysis. Requires multiple applications with added cost to get
enterprise-grade omnichannel optimization across the suite.
Contact Center and WFO Focused Fully integrated business intelligence focused on the voice of the employee and This is often not available, or not fully integrated, requiring you to learn and
Business Intelligence customer. install an entirely new reporting application.
Customization Enables you to customize and grow as your needs change. Have to keep paying for expensive services and features to customize and get it
to enterprise-grade or switch to a different platform from the same company to
get those features.
AI-Fueled Predictive Analytics Included to help you predict what will happen next and be proactive in coaching Either it doesn’t include this enterprise-grade capability, or they charge extra for
and training your employees. it, or force you to purchase separate tools from a 3rd party vendor.
Agent mobile app & self-service Robust mobile app with agent self-service. Lacks a mobile app or it has limited functionality.
Adherence Management Handles true real-time integrations that provide immediate feedback on where Generally lacks real-time integrations, and even when available, does not allow
resources are being utilized. users to customize.
Self-scheduling with intraday Provides employee-driven intraday automation without negatively impacting the Lacks the guardrails needed to automate management of intraday schedules.
automation business.
Let’s take a closer look at the difference in capabalities between a modern, enterprise-grade WFO solution and a basic WFO solution:
OMNICHANNEL OPTIMIZATION
Making it easy for your customers to interact and engage with a contact center in multiple ways – phone, chat, email, text, etc. – is vital for any organization yet basic WFO
solutions either make this difficult to manage or they charge extra for these key capabilities: 📌 Claim your spot on Wednesday, 1
Omnichannel Tech Stack Optimization
Enterprise-grade WFO: Provides a rich set of pre-built connectors to the most common CCaaS, ACD, CRM and HR-platforms and APIs to build custom integrations. This
gives enterprise customers the freedom to integrate the full contact center stack for complete optimization across all channels and support systems. An enterprise-grade
WFO suite also offers the ability to self-serve in editing and configuring integrations.
Basic WFO: Basic WFO: Has limited integrations to only certain customer experience (CX) platforms, leaving you with blind spots and siloed, manual management of non-
integrated channels.
Omnichannel Forecasting and Scheduling
Omnichannel Quality Management
All-in-one Omnichannel Analytics Solution
Omnichannel, Suite-Wide Custom Reporting and Business Intelligence
INNOVATIVE SOLUTIONS
Customization to Your Business
Enterprise-grade WFO: Vendors help you customize your solution to your specific business requirements during implementation and give you the tools and resources
needed so you can further customize and optimize the solution as your business grows and your needs change. No need to deal with the hassle of going back to the vendor
and paying for costly, time-consuming professional services or additional products.
Basic WFO: Will take you only so far and then make it complicated when your needs change or you have additional enterprise-grade requirements such as encryption, custom
metadata, live monitoring, screen recording, bulk export, omnichannel recording, omnichannel analytics, PCI compliance, automatic multi-skill scheduling, schedule adherence
to work policies, meeting and training planning etc.
AI-Fueled Predictive Analytics
Contact Center and WFO-Focused Business Intelligence 📌 Claim your spot on Wednesday, 1
Agent Mobile App & Self-Service
Adherence Management
Self-scheduling with Intraday Automation
QUESTIONS TO ASK YOUR VENDOR

Here is a checklist of eight questions to quickly unearth if the vendor you’re in conversation with is offering you a true-cloud suite, or a fake:
How often do you provide updates and new functionality?

Will I have downtime when you update my tenant?
In my tenant, will my data be totally isolated from other tenants?
Will I have downtime when you update other customers in your cloud?
How often are your security tools updated?
How quickly did you fully remediate your customers when the Log4J vulnerability was announced?
Do you have a Service Level Agreement (SLA), and what happens if it is not met?
Is there a single user interface for your WFO suite?
Don’t let vendors pull the cloud over your eyes.
Speak to our team to make sure you’re choosing an enterprise-grade WFO suite that is true cloud.
GET IN TOUCH WATCH CALABRIO
ONE DEMO

SECURITY AND LOG4J EXAMPLE

Information security is a top priority at Calabrio. When vulnerabilities such as log4j are discovered, Calabrio has systems and incident response plans in place to react quickly to
these types of situations in order to minimize risk and disruption to Calabrio customers.
With log4j, as soon as the vulnerability was identified, we initiated our incident management process and activated the Calabrio Emergency Response Team. Our immediate
focus was to assess and mitigate any potential impact of this vulnerability on Calabrio and our customers. We quickly determined that neither Calabrio nor any Calabrio
customer systems were compromised during this incident.
Calabrio Trust Site
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9/5/22, 18:27 True Cloud Enterprise Grade WFO Archives - Calabrio

TRUE CLOUD ENTERPRISE GRADE WFO

MANAGING A REMOTE WORKFORCE

Home » True Cloud Enterprise Grade WFO

Pause Before You Purchase:

Choose True-Cloud, Enterprise-

📌 Claim your spot on Wednesday, 1

FLIP THE TILES TO LEARN MORE:

📌 Claim your spot on Wednesday, 1

EXAMPLES OF TRUE-CLOUD CAPABILITIES

TRUE CLOUD FAKE CLOUD

Multitenancy 📌 Claim your spot on Wednesday,

TRUE CLOUD FAKE CLOUD

Rapid performance scaling Limited scalability

High availability/ uptime – available anywhere at anytime Not available everywhere

Ease of integration and extensibility Integrations are costly and unstable

Rapid Performance Scaling

Ease of integration and extensibility

GET IN TOUCH WATCH CALABRIO

Additional channels for customers to contact you in multiple ways

EXAMPLES OF ENTERPRISE-GRADE WFO CAPABILITIES

FUNCTIONALITY ENTERPRISE-GRADE WFO BASIC WFO

Omnichannel Forecasting and Scheduling

Omnichannel Quality Management

All-in-one Omnichannel Analytics Solution

Omnichannel, Suite-Wide Custom Reporting and Business Intelligence

AI-Fueled Predictive Analytics

Self-scheduling with Intraday Automation

QUESTIONS TO ASK YOUR VENDOR

How often do you provide updates and new functionality?

Don’t let vendors pull the cloud over your eyes.

📌 Claim your spot on Wednesday, 1

SECURITY AND LOG4J EXAMPLE

Calabrio Trust Site

MORE RESOURCES What are you looking for? SEARCH

VIEW MORE POSTS

📌 Claim your spot on Wednesday, 1

📌 Claim your spot on Wednesday, 1

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