Gladly

Why partner with Gladly

Gladly and Verint are making the modern contact center easier than ever to schedule and forecast agents, while rewriting the rules for true omni-channel customer experiences. More than ever, the ability for contact center managers to manage the work, staffing projections and subsequent schedules of their team is critical to delivering great customer service experiences. Calabrio has broken the mold of traditional WFM solutions, meeting the needs of people-centric omni-channel, solutions like Gladly.

Modern customer service teams now must work across channels, and even expect agents to work with multiple customers at the same time on digital channels like chat, SMS and social media. By combining Gladly with Verint’s Calabrio WFM, you’ll unlock the unique ability to staff agent schedules across concurrent digital channels. Together, this pair is ideal for modern contact center teams that are embracing a people-centric approach to customer service that requires flexibility with agent schedules and concurrency planning.