Call Center Management Feature Article
September 02, 2010
Calabrio Workforce Management Application Announces Compliance with Avaya NES Contact Center 7
By Divya Narain, TMCnet Contributor
Minneapolis, MN-based provider of customer interaction and contact center management software Calabrio, Inc. has announced that its Calabrio Workforce Management software version 8.3 is compliant with the NES (formerly Nortel Enterprise Solutions) Contact Center offering from Avaya (News - Alert).
The Calabrio Workforce Management application helps contact centers increase customer and agent satisfaction and retention by optimizing staffing levels and efficiency. It has been successfully compliance-tested by Avaya for compatibility with Avaya NES Contact Center 7.
“We are closing in on the day when our full Calabrio One workforce optimization suite will be available to the Avaya contact center market,” said Tom Goodmanson (News - Alert), president and CEO of Calabrio. “Keeping our individual software components in step with Avaya contact center releases is an important element of our strategy, assuring our Avaya customers that our individual products interoperate seamlessly in their current environment.”
Calabrio is a member of the Avaya DevConnect (News - Alert) program. The Avaya DevConnect program is directed towards the development and marketing of third-party products that interoperate with Avaya technology. There are three levels of membership - Registered, Gold and Platinum - requiring partners’ increasing involvement in marketing and sales. Having met rigorous Avaya criteria for customer satisfaction, product support, business operations, marketing and sales, Calabrio (News - Alert) has achieved Platinum level membership of the Avaya DevConnect program.
Members, which currently include thousands of software and hardware developer companies, integrators, service providers and customers, are entitled to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J. The program partners have tested a range of solutions for Avaya compliance, including natural language speech recognition applications, wireless services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.
Earlier this year, TMCnet reported that Calabrio will make its new Calabrio One workforce optimization suite available to Avaya customers this year.
Divya Narain is a contributing editor for TMCnet. To read more of Divya’s articles, please visit her columnist page.
Edited by Juliana Kenny