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Calabrio Unveils Web 2.0-Based Speech Analytics Application
Calabrio (News - Alert), Inc., a provider of contact center workforce optimization and analytics software, has unveiled the first Web 2.0-based Speech analytics application to be fully-integrated within a comprehensive workforce optimization framework.
Officials with Calabrio said that Calabrio ONE software suite now offers speed, ease-of-use and flexibility for customers seeking an analytics-driven to ensure that companies have greater insight into compliance, quality and accuracy for peace of mind.
Calabrio’s fully-integrated speech analytics software application option, called Calabrio Speech Analytics, turns recorded phone transactions into meaningful data that is automatically reviewed, categorized, analyzed and made ready for action.
Company officials said that the latest Calabrio ONE suite also includes several enhancements to Calabrio Workforce management and Calabrio quality management applications, including more language options and serviceability enhancements.
“Calabrio’s goal is to drive Speech Analytics into organizations in a powerful yet flexible way and bring structure to the most unstructured data, which is voice,” said Tom Goodmanson (News - Alert), president and CEO of Calabrio in a statement.
Goodmanson said that this is in keeping with Calabrio’s commitment to deliver a workforce optimization suite that scales up and down the enterprise like no other product in the market.
“Calabrio Speech Analytics is another proof point of Calabrio’s mastery of Web 2.0 and its application in the contact center,” said Paul Stockford, president of Saddletree Research.
Stockford said that the simplicity of design and ease of use of Calabrio Speech Analytics’ interactive widgets means speech analytics is no longer restricted to the realm of large, well-funded contact centers.
He said that leveraging the open platform characteristics of Web 2.0, Calabrio is able to deliver Speech Analytics that is equally functional yet significantly easier to craft than its more complex competition. The Calabrio ONE suite introduces new versions of Calabrio Call Recording, Calabrio Quality Management and Calabrio Workforce Management.
Earlier in March, Calabrio had announced that Calabrio’s advanced enterprise recording applications for Cisco (News - Alert) MediaSense are now offered through the Cisco SolutionsPlus program, which allows select products and applications from third parties to be purchased through Cisco.
Calabrio recording applications for Cisco MediaSense drive value for Cisco enterprise and contact center customers by increasing the ease-of-use and reliability of archiving, retrieving, evaluating and analyzing contacts.
The SolutionsPlus agreement between Calabrio and Cisco allows Cisco customers to order one integrated solution through Cisco and work with Calabrio for fulfillment and product support.
Edited by Juliana Kenny