Contact Centers Can Work Smarter with Enhancements to Calabrio ONE® Workforce Optimization Software Suite

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Product innovation drives efficiency and collaboration

Product innovation is the beating heart of Calabrio’s development efforts -- Tom Goodmanson, CEO, Calabrio

Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, has released an enhanced version of its award-winning Calabrio ONE workforce optimization software to help supervisors, managers and agents work smarter. Calabrio is committed to innovation that provides real value to customers. Today’s announcement continues Calabrio’s track record—nearly 30 since 2014—of innovative product updates and enhancements.

New automated processes in Calabrio ONE, such as Intraday Dynamic Scheduling and Automatic Evaluation Queues, are designed to get more done and provide additional value as contact centers continue to grow in size and complexity. Calabrio ONE also has been expanded to increase integration with Avaya platforms, including Avaya IP Office support and Avaya Call Reconciliation.

“Product innovation is the beating heart of Calabrio’s development efforts. This latest software release is strong evidence that our ‘heart’ is as robust as ever,” said Calabrio President and CEO Tom Goodmanson. “We’ve added important new features that free contact center managers from mundane tasks, allowing them to focus more of their time on strategic activities. Not only will our new enhancements and features streamline administrative efforts, they will lead to cost-savings through smoother and faster contact center administration.”

“Our commitment to the success we have achieved with Cisco remains strong, and we’ve placed a special focus on increasing product capabilities that integrate with Avaya platforms. We’re also pleased that more than 100 large-scale enterprises, including Boeing, JC Penney and Thomson Reuters, have discovered the power of Calabrio ONE to transform their customer experience,” he added.

Calabrio ONE ® is a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Products in the suite include call recording, quality assurance, workforce management, speech analytics, desktop analytics and performance-based dashboards and reporting. Recent enhancements to the suite include Avaya DevConnect Certification and Cisco Certification testing, including greater Cisco integration with Cisco Voice Portal (CVP).

Among the Calabrio ONE new product features, many of which will help contact center leaders and agents to work smarter:

  • Workforce Management, including automated request approvals, intraday dynamic scheduling, and audit trails and reports, which help manage staffing levels with less effort while providing agents with more input into their work schedules and more transparency around changes.
  • Quality Management (QM), including Avaya IP Office Support, Avaya Call Reconciliation and WebM Screen Recording, which reduces dependency on ActiveX while eliminating possible security gaps created by ActiveX. Additional QM upgrades include post-call survey enhancements, flexible evaluation comments and enhanced one-on-one coaching and mentoring.

About Calabrio, Inc.
Calabrio delivers workforce optimization (WFO) and analytics solutions that elevate the customer experience and drive strategic business growth. The company’s integrated Calabrio ONE® software suite—including call recording, quality management, workforce management and analytics solutions—empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer.

With more than 4,000 clients worldwide, Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named a “Visionary” for three consecutive years by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2012-2014)*. The company also is a member of the Cisco Developer Network (CDN), and a technology partner within the Avaya DevConnect program.

Find news and information at http://www.calabrio.com

Follow @calabrio on Twitter.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.

*Gartner, Inc. “Magic Quadrant for Customer Engagement Center Workforce Optimization” by Jim Davies, November 12, 2014. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Tim Nelson
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