collab9, a Cisco (News - Alert)-powered cloud communications service provider, chose the Calabrio ONE Workforce Optimization (WFO) Suite to optimize its cloud-based communications solution.
collab9 asserted that it delivers a flexible, full service cloud-based enterprise-class voice and collaboration solution, and its customer service capabilities are an element of its Enterprise Communications (News - Alert) Services (ECS) offering, which is a cloud-based communications solution that integrates hosted voice, video, web conferencing, messaging, mobility and customer care applications into one platform.
With Calabrio (News - Alert) ONE, the collab9 solution will be able to enjoy advanced features like call recording, quality management, workforce management, speech analytics and intelligent performance dashboards.
Mustafa Baig, manager of collab9 said that “When looking for a technology partner, collab9 needed a vendor with deep customer service market experience whose solution mapped well with our existing products. Not only did Calabrio come recommended by our primary technology partner, but the company offers the most comprehensive customer service suite, featuring high usability and efficiency. The solution's advanced call recording and speech analytic capabilities allow our customers to increase quality assurance – a critical factor in customer service – and help us to differentiate ourselves from our other Cisco Hosted Collaboration Solution providers.”
According to the company, its Calabrio ONE Suite brings call center quality assurance, call recording, and workforce optimization into one place. Calabrio’s Web-based, software-only solution is claimed to be the ideal choice for the IT staff who insists on nothing short of the best in terms of flexibility, reliability and control.
Matt Matsui, vice president of product marketing for Calabrio added, “At Calabrio, we take the complexity out of contact center activities, and enable customers, like collab9, to personalize and enhance their workforce optimization efforts. Calabrio ONE provides a flexible and intelligent platform that automates processes and data analysis, providing collab9 a strong foundation for their hosted communications solution. Customers will manage their business activities more effectively, and more easily achieve customer service excellence.”
Edited by Ashley Caputo