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Calabrio Integrates Web 2.0 Speech Analytics into Workforce Optimization Framework
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Calabrio Integrates Web 2.0 Speech Analytics into Workforce Optimization Framework

 
July 27, 2012

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By Rajani Baburajan, TMCnet Contributor
 

Calabrio (News - Alert), a provider of contact center workforce optimization and analytics software, announced it has enhanced the Calabrio ONE suite by integrating Web 2.0-based Speech Analytics application into its workforce optimization framework.


With the new capability, Calabrio ONE software delivers speed, ease of-use and flexibility for customers seeking an analytics-driven workforce optimization solution. With these tools, customers gain greater insight into compliance, quality and accuracy, the company said in a press statement.

"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. "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, the fully integrated Speech Analytics software application option, turns recorded phone transactions into meaningful data that is automatically reviewed, categorized, analyzed and made ready for action.

The solution automates the search, considerably reducing the team’s time for review and ensuring compliance. 

The Calabrio ONE suite introduces new versions of Calabrio Call Recording, Calabrio Quality Management and Calabrio Workforce Management. Calabrio Workforce Management and Calabrio Quality Management applications now include more language options and serviceability enhancements.

A dynamic dashboard capability gives the ability to drill down on the detail within one analytics widget to change the scope of all related widgets within the dashboard. The software suite also includes a real-time recording monitoring application, which monitors recording states and alerts in the event of an outage.

Additionally Calabrio ONE suite features Gateway (News - Alert)/SBC Recording that enables Calabrio compliance, QM and analytics applications allowing users to capture and analyze the calls at the Gatway for enterprise-scale recording deployments. The software also includes user-level localization for English, French, Spanish and Portuguese for all applications.

Earlier in January, Calabrio released version 8.8 of the Calabrio ONE suite, to provide supervisors with more capabilities in fewer clicks, offering a clear view of comprehensive performance data, and streamlined tools and workflows for team management.

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Edited by Rachel Ramsey

Workforce Optimization Homepage





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