Call Center Management Featured Article
Calabrio Intros Calabrio One WFO Suite
“Workforce Optimization (WFO) suites have not lived up to their promise,” says Tom Goodmanson, President and CEO of Calabrio. “Though packaged, priced and described as a suite, they fall short when it comes to the common interface, usability and supportability advantages that truly define a suite, and the complexity of the implementations continues to be an obstacle.”
To make WFO suites truly function as that, Calabrio (News - Alert) has introduced Calabrio One along with two new applications in that framework: Calabrio Call Recording 8.0 and Calabrio Quality Management 8.0.
Calabrio has also announced Calabrio Speech Analytics, which integrates with Calabrio recording software to provide a quick-start approach for tapping into and mining speech and content analytics for business development, market research and performance-improving insights.
Calabrio One has been designed, says the firm, as a software suite of applications that share a look-and-feel, leverage common underlying data, minimize cross-application administration, and are easy to implement, use and manage. Workspace views are personalized by employee role, enabling matching the work styles of different types of users. For example, agents, supervisors and evaluators can log into their customized workspace to access the tools they need to provide excellent customer service, manage effectively and keep the contact center in line with business goals.
“A Web 2.0 architecture is a welcome and refreshing entry for a contact center suite of the 21st century,” says Grant Sainsbury, Practice Director for Customer Interactive Solutions at Dimension Data, a leading Calabrio partner. “Market research shows that the most important trend in contact centers is around process optimization, and applications that bring together a meaningful and relevant combination of information to contact center personnel are going to have an impact. The Calabrio One Web 2.0 architecture will allow us to demonstrate more business value to clients investing in Dimension Data solutions, and allows us to use these important applications as a point of differentiation.”
Calabrio Call Recording 8.0 includes the following new features and benefits:
--New network-based recording architecture, which provides a robust architecture for enterprise recording
--Live voice monitoring, which allows managers to silently monitor calls in real time
--Role-based alerts, which notify users of various types of events that require attention
Calabrio says it offers the only recording solution to offer three recording architectures - desktop, server and network-based. Any and all architectures can be mixed within a single deployment, which means IT staff can choose the best architecture for the technical environment, while the business user is able to choose the best architecture for the business need.
Calabrio Quality Management 8.0 includes all of the new features of Calabrio Call Recording 8.0, as well as the following new features and benefits:
--Evaluation form enhancements, including adjustable question-level weighting, hints and more flexible editing options
--Enhanced configurable and graphical reports for performance management
--Live screen monitoring, which is synchronized with live voice monitoring to provide the supervisor/manager with the full view of the interaction
Calabrio Speech Analytics uses a phonetics-based approach to locate words or phrases within spoken audio, which is faster and less complex to deploy than alternative speech-to-text-based solutions. The product ships with pre-defined “quick start” templates that customers can use as-is or customize easily, as well as a bundled professional services offering that provides implementation support and training designed for early success. Calabrio plans future releases that will continue to build on the initial functionality and allow the customer to expand as they learn.
“Speech analytics has too much value for businesses to shy away from it due to complexity,” said Calabrio’s Goodmanson. “Our approach is to provide customers with a solution from which they can realize benefits without heroic learning curves or extensive investments. This phase of our product may provide 100 percent of the features required for many customers today, or it may provide an entry point for others that are interested in learning more about the technology in a manageable way before investing further.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard