May 11, 2021
Business News

Spark NZ Selects Calabrio as Part of Unified Front Line Initiative

AUCKLAND, New Zealand–()–Calabrio, the customer experience intelligence company, has been selected by Spark, New Zealand’s largest telecommunications and digital services company, to supply a cloud-based workforce management (WFM) solution as part of its Unified Front Line initiative. The initiative is a new way of working at Spark where employees are cross-skilled across multiple customer touchpoints and are part of an end-to-end “homebase.” Resources will flow to where the customer is: contact centers, retail stores and at-home customer visits as demand requires.

The new Calabrio WFM, with embedded Data Explorer reporting, replaces an on-premises platform and will manage the workload of frontline staff…

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