Calabrio Enhances its Call Recording Platform for Improved Workforce Optimization
January 17, 2013
By Amanda Ciccatelli
, TMCnet Web Editor
In the call center, workforce optimization helps companies improve the efficiency of their customer interactions through solutions that capture those interactions across all channels, analyze them to reveal insights, and drive actions that impact business results and customer experience.
Workforce Optimization solutions used in the call center today include capabilities for call recording, agent evaluation, performance management, forecasting and scheduling, interaction analytics and feedback surveys. These capabilities are applied in solutions that enable businesses to harness the data from customer interactions to increase efficiency and productivity of the call center.
Calabrio (News - Alert), Inc., a provider of contact center workforce optimization and analytics software, has introduced some major enhancements to its already robust call recording platform, Calabrio ONE, in hopes to reduce the cost and complexity of recording-based applications.
"Finding a sustainable solution to achieve scalability and reliability has long been a challenge for call recording customers, and yet the bar hasn't really moved," said Brian Humenansky, vice president of development for Calabrio, in a statement.
Today, Calabrio ONE is the first Web 2.0-based suite of workforce optimization software for the contact center that is not only easy implement, but to also use and maintain. It includes call recording, quality assurance, workforce management, speech analytics and performance-based reporting. Calabrio ONE is also flexible, making it easy for customers to start with the right set of applications, and build upon them with new features as their business’s needs evolve.
Additionally, Calabrio ONE's modern architecture allows the contact center to integrate new applications easily, as well as personalize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives.
The enhances solution allows customers to acquire and support less infrastructure, manage growth and increase reliability for a lower Total Cost of Ownership (TCO). The new platform is a cost-effective call recording solution for contact center and enterprise customers, especially those who value speed, scale, flexibility and reliability.
Calabrio customers find that a primary advantage of Calabrio call recording has been its ability to choose the capture method to best suit their business requirements – whether a single center, a multi-site center or home agents.
"What other vendors have approached by adding servers and complicated network configurations, Calabrio has attacked through a smarter software and design architecture. Our goal is to set the clear standard in the industry by making scalability, reliability and supportability in transaction recording simple and affordable,” continued Humenansky.
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Edited by Allison Boccamazzo