Flex Boost: Twilio Partners with Calabrio to Provide QM and WFO to Contact Centers Impacted by COVID-19

Flex Boost: Twilio Partners with Calabrio to Provide QM and WFO to Contact Centers Impacted by COVID-19

We launched Flex Boost last week to provide technical, operational, and financial resources to contact centers impacted by and responding to COVID-19. Organisations who are transitioning existing contact centers and spinning up new distributed contact centers due to COVID-19 need to account for quality and workforce management to operate at scale.

That’s why we’re excited to announce that we’ve partnered with Calabrio to add Calabrio ONE and Calabrio Quality Management (QM) to Flex Boost. To get you up and running with Calabrio ONE or Calabrio QM, we’ve partnered with Avtex to provide a set of discounted implementation packages. Together, we’re adding the following three offers to Flex Boost:

• Calabrio ONE for Flex Boost: Analytics, Quality Management (QM), and Workforce Management (WFM) for contact centers using Twilio Flex. Includes 60 free seats for three months and a 15% discount on additional seats
• Calabrio QM for Flex Boost: Standalone quality management for contact centers using Twilio Flex. Includes 60 free seats for 3 months and a 30% discount on additional seats
• Avtex Rapid Response for Flex Boost: Fixed-price implementation packages for Calabrio ONE and Calabrio QM.

Flex customers can use Calabrio ONE and Calabrio QM to help evaluate and manage remote contact center agents. These solutions provide contact center operators a variety of tools, including accurate forecasts to drive resource allocation, call monitoring to gauge customer satisfaction, and actionable analytics to drive decisions, even while working remotely.

Twilio has partnered with Calabrio to make these solutions available through a direct integration with Flex. Customers can use this integration to expedite the deployment of Analytics, QM, and WFM capabilities in their Flex contact center.

These offers are available to any organisation that is eligible for Flex Boost. To get access to these offers and extended free Flex Hours, please get in touch with one of our specialists at the following page.