Calabrio Helps Call Centers Understand Big Data
March 25, 2013
By Ed Silverstein
, TMCnet Contributor
Calabrio (News - Alert), a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst.
The software tries to make sense out of the big data found in call centers – which is often unstructured and extremely large. Its software is used to improve the process and the quality of call centers, such as by increasing sales, lowering expenses and improving behavior.
“You have a ton of data in the contact center that’s really locked up inside the calls – that isn’t really accessible because it’s so unstructured and wily,” Thomas J. Goodmanson, Calabrio president and CEO, told TMCnet’s Rachel Ramsey during a recent interview at ITEXPO (News - Alert).
In 2012, the company launched its first version of a speech analytics product. The application gives structure to unstructured voice data, so contact center staff can spend less time reviewing transactions and more time to focus on the wider business and the customer base. This spring, it will launch its desktop analytics package.
The offerings improve data analysis. “You’re better able to understand not only what an agent is saying but what they are doing,” Goodmanson explained, “then correlate that data to make it useful.”
The company is seeing positive news on several fronts. Calabrio was named a “visionary” vendor in Gartner’s (News - Alert) Magic Quadrant. Recently, it outpaced the market by nearly 600 percent, with some 35 percent year-over-year growth in seats deployed for the Calabrio ONE Workforce Optimization (WFO) platform, according to a company statement. In addition, Calabrio has passed a milestone of 3,400 customers.
The company, too, is undergoing reorganization in products and sales departments given this continuing and expected growth. Also, Calabrio will relocate its headquarters from Plymouth, Minn., to a larger office in downtown Minneapolis next month. And last year the company saw an expanded partnership with Cisco (News - Alert), through the Cisco Solutions Plus program.
Edited by Amanda Ciccatelli