Today’s contact center is in the midst of a seismic shift. Is your contact center ready? If not, here are eight reasons why it may be time to find a better WFO solution.

1. Top 8 Reasons Why It’s
Time To Change Your
WFO Solution

2. Today’s contact center is in
the midst of a seismic shift.
Is your contact center ready?
If not, here are eight reasons
why it may be time to find a
better WFO solution.

3. You’re Not Capturing All of Your Calls
First and foremost, if your WFO solution can’t capture each
and every call, you’re left with an incomplete picture of
your contact center, leaving a puzzle that may or may not
be solved.
ARE YOU RECORDING 100 PERCENT OF YOUR CALLS?
YOU SHOULD BE.
1
BIG PICTURE

4. 2
SINGLE SOLUTION
You’re Not Integrated
Integration in WFO certainly isn’t new, but it’s mostly been
defined by disparate, bolt-on products that look and feel
different.
DOES YOUR SOLUTION COMBINE DIFFERENT
TECHNOLOGIES UNDER A SINGLE, UNIFIED INTERFACE?
THERE’S NO REASON IT SHOULDN’T.

5. 3
VALUE / TCO
You’re paying too much
Gartner estimates a 20 percent reduction in the total cost
of ownership of WFO tools over five years when they’re
integrated with each other.
WHEN WAS THE LAST TIME YOU EVALUATED THE TCO
OF YOUR SOLUTIONS? IT MIGHT BE WORTH A LOOK.

6. 4
FLEXIBILITY
You’re Locked Into a WFO Solution
Because of Your ACD
An ACD is core to any contact center, but today’s innovative
WFO solutions are no longer married to specific hardware.
ARE YOU WAITING TO REACH THE ACD UPGRADE
CYCLE TO FIND A NEW WFO TOOL? WITH THE RIGHT
SOFTWARE SOLUTION, THERE’S NO NEED TO WAIT.

7. 5
ACCESS TO ANALYTICS
You’re Collecting Data But You Can’t
Easily Get To It
Contact centers are collecting more data than ever about
the Voice of the Customer. Integrated analytics collect the
information you need; a simple, modern and clean UI gives
people access to the right information at the right time.
DOES YOUR WFO SOFTWARE DELIVER USEFUL
ANALYTICS, AND PUT INFORMATION INTO MORE
PEOPLE’S HANDS? IT’S EASIER THAN IT SEEMS.

8. 6
ENTERPRISE VISION
Your WFO Doesn’t Play Well With Others
It’s not far-fetched to see the WFO of the future being
integrated with a CRM and even the ERP. Customer content
in one system should lead to the actual recorded
conversations in the other – simply and easily.
WILL YOUR WFO SOLUTION TALK WITH THE CRM?
IMAGINE THE POWER IF IT DID.

9. 7
INNOVATIVE SIMPLICITY
You Feel Like Your WFO Isn’t Built For You
Modern architecture in today’s software leads to consistent
and reliable updates, and continued innovation from
vendors. It’s built around people – not technology.
ARE YOUR TOOLS ACTUALLY BUILT FOR THE END
USER? ARE THEY EASY TO USE? THERE’S NO NEED TO
BE STUCK WITH COMPLEXITY.

10. 8
SERVICE
You’re Not Being Heard By Your WFO Vendor
We’re all in the business of customer service, but often
forget we, too, are customers from time to time.
WHEN YOU HAVE QUESTIONS OR NEED HELP, ARE YOU
GETTING ANSWERS? ARE YOU TALKING WITH HUMANS
OR IVRS? DO YOUR PRODUCT REQUESTS GET HEARD?
IS IT TIME FOR A VENDOR WHO LISTENS?

11. At Calabrio, these reasons drive us to deliver
innovative and visionary WFO and analytics
solutions for more than 4,000 clients
worldwide, who are integrating their solutions
at a rate four times the industry average.
In the past year alone, more than 400 clients
have switched to us for a better WFO suite.
Join them.
www.calabrio.com