Calabrio Enhances Calabrio ONE Workforce Management Software
March 21, 2013
By Rajani Baburajan, TMCnet Contributor
Calabrio (News - Alert), a provider of contact center workforce optimization and analytics software, has expanded its workforce management (WFM) software with advanced capabilities. Enhancements of the Calabrio ONE Workforce Management (WFM) software focus on advanced schedule management, planning and creation processes.
Calabrio's WFM software empowers contact center personnel to more easily and accurately forecast for the unexpected, proactively analyze and adjust for daily realities, and make smarter decisions to manage critical business resources to optimize service levels, according to company officials.
The new software is easier to use. It also comes with more flexible schedules that balance business needs with agent/worklife needs. Additional capabilities of the new workforce management suite include pre-scheduling of projects and meetings and enhanced shrinkage planning options.
"As with every enhancement to our Calabrio ONE software suite, these new capabilities advance our mission to redefine the standard for workforce optimization software by making it more valuable and easier to use," said Matt Matsui, vice president of product and marketing at Calabrio, in a statement.
"The new Calabrio WFM software simplifies daily adjustment and makes forecasting more flexible so service level targets can be attained more reliably," Matsui added.
According to company officials, the new WFM capabilities further condense steps and procedures into a limited number of screens.
Calabrio ONE is built in a user-centric Web 2.0 framework that allows contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user - agents, supervisors, managers, knowledge workers, and executives.
The WFM solution also includes advanced call recording, quality management, workforce management, speech analytics, and performance dashboards. It provides product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve.
Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user - agents, supervisors, managers, knowledge workers, and executives.
Edited by Amanda Ciccatelli