![\"Contact](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2023\/03\/Zoom1.jpg\")
\nCalabrio<\/a>,\u00a0the workforce performance company,\u00a0today announced its new workforce management (WFM) integration with Zoom\u2019s omnichannel contact centre platform. <\/strong><\/p>\n The cloud-to-cloud integration gives\u00a0Zoom Contact Center<\/a>\u00a0customers access to the only true-cloud, enterprise-grade WFM solution on the market.<\/p>\n With predictions of an uncertain economic environment, contact centres are more budget conscious. Leaders are expected to achieve more with less as they combat the ongoing struggle to retain high-performing team members. Meanwhile, as technology evolves, consumer expectations continue\u00a0to\u00a0skyrocket. According to\u00a0a\u00a0Calabrio report<\/a>, 97% of consumers say contact centre interactions directly impact brand loyalty, and\u00a03 in 5 consumers have\u00a0switched\u00a0brands due to a negative experience.\u00a0Consumers\u00a0demand access to multiple channels, personalised interactions, more empathetic experiences, and even faster resolutions.<\/p>\n \u201cZoom has seen tremendous growth in recent years as technology’s ability to drive human connection has been more important than ever before. Now, with Zoom Contact Center, we are enabling brands to connect meaningfully with their customers,\u201d said\u00a0Scott Brown<\/a>, Head of Zoom Contact Center Sales.\u00a0\u201cPart of fostering these connections is integrating with advanced workforce engagement management (WEM) solutions to elevate the experience and performance of the agents interacting with customers. The\u00a0agent-centric nature of Calabrio Workforce Management, alongside its ease of use and flexibility, fits perfectly with the Zoom mantra.\u201d<\/p>\n Calabrio\u2019s true-cloud, enterprise-grade WFM solution helps offer the access customers desire and unlocks the potential of the contact centres\u2019 greatest asset\u2014the agent. Zoom Contact Center customers can enjoy the functionality of a\u00a0highly scalable WFM solution that meets the complex needs of contact centres across all industries, globally. AI-powered forecasting and automated, multi-skill scheduling connects the right agents with customers at the right time. Intuitive self-scheduling\u00a0available via mobile app and powered with virtual-assistance technology\u00a0gives\u00a0agents\u00a0greater freedom and flexibility. By building digital channel efficiency and efficacy ahead of time,\u00a0contact centres can optimise agent performance and\u00a0elevate\u00a0their operations to the next level.<\/p>\n \u201cCalabrio and Zoom are trusted allies for delivering unrivaled customer support. As more and more companies evolve to the cloud from on-prem solutions, we embraced the demand of Zoom Contact Center customers for an integrated, true-cloud workforce management solution that meets the needs of customers, agents, and the entire customer service operation,\u201d said\u00a0Vickie McGovern<\/a>,\u00a0Vice President of Strategic Partnerships at Calabrio. \u201cAs a customer-first organisation we rose to the occasion. This WFM integration is just the start of Calabrio and Zoom\u2019s ability to fully equip joint customers with the tools and insights to develop the full potential of their agents and deliver the experience desired by today\u2019s customers.\u201d<\/p>\n