Calabrio Platform Services
Developed a robust, scalable platform for Workforce Engagement Management (WEM) tailored to contact centers across industries and sizes. The platform supports identity and access management, licensing and billing, real-time and historical workforce data integrations, task management (including transcription), and classic WEM interfaces for web and mobile.
Client
Calabrio
Service Provided
Product Management, Product Delivery
The Goal:
To launch a comprehensive, enterprise-grade WEM solution that streamlines user management, enhances operational visibility, and improves workforce productivity through modern, cloud-native technologies.
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The Challenge:
Contact centers struggle with fragmented systems for workforce management, resulting in inefficiencies, poor data visibility, and integration challenges across tools and departments.
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The Result
Managed the product development roadmap, growing our IAM Platform usage from 20 tenants to 750 tenants, and 300 users to 220,000 users
Led the cross-functional initiative to deliver 4 new IAM service regions, complying with GDPR compliance requirements and enabling new sales markets
Delivered Login Critical Service monitoring across all realms, improving service stability and incident management
Successfully launched a modular, cloud-based WEM solution with core capabilities powered by AWS, Azure DevOps, LaunchDarkly, and ForgeRock. Delivered seamless UI/data integrations, improved real-time adherence tracking, and enabled scalable, secure access and licensing—providing measurable improvements in agent engagement and operational efficiency.
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