Workforce Management Feature Article
April 02, 2012
Calabrio Now a Part of Cisco's SolutionsPlus Program
By Meenakshi Shankar, TMCnet Contributor
Calabrio (News - Alert), a company specializing in enterprise recording and contact center workforce optimization software, expanded its relation with Cisco by becoming a part of the Cisco (News - Alert) SolutionsPlus program for Cisco MediaSense.
Cisco SolutionsPlus is a program that delivers a one-stop ordering experience for Cisco's customers, channel partners, and sales teams for select third-party products and applications. With this announcement, Calabrio’s advanced enterprise recording applications for Cisco MediaSense will now be offered through the Cisco SolutionsPlus program which allows select products and applications from third parties to be purchased through Cisco.
“Capturing, evaluating and analyzing transactions is becoming even more essential for enterprises and customer service organizations as they seek effective ways to protect the business, capitalize on trends, ensure customer loyalty and create competitive advantage,” Tom Goodmanson (News - Alert), president and chief executive officer at Calabrio said in a press release.
“We are thrilled that Cisco has selected Calabrio software to be part of the SolutionsPlus program, because it allows our mutual customers easy access to these high-value applications with the added confidence that they are well integrated into their total Cisco solution,” Goodmanson added.
Founded in 2007, Calabrio has been Cisco’s OEM partner for Workforce Optimization and has achieved the highest status of Preferred Solution Developer in the Cisco Developer Network. Calabrio’s flagship product, Calabrio ONE, combines workforce optimization software into one comprehensive and integrated software suite that’s easy to implement, use and maintain.
Calabrio Workforce Management makes it easy for contact center managers to forecast accurately, develop schedules for multiple sites, track key performance indicators and manage real-time adherence. This web-based interface offers access to every product feature from any location providing better visibility to managers, supervisors, agents and schedulers.
In its release, Calabrio emphasized that its 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.
As indicated, the products include Calabrio Quality Management for evaluation of voice transactions, Calabrio Advanced Quality Management for evaluation of voice and screen transactions, and a Search and Play application, which provides quick, easy and precise access to all calls recorded for compliance, transaction verification, or other departmental applications throughout the enterprise.
“Customers today want technology solutions that are easy to own, use, and support to deliver solid business benefits,” John Hernandez, vice president and general manager of the Collaboration Business Applications Business Unit at Cisco said in a statement. “We are excited that Calabrio software will be available to our customers through the SolutionsPlus program because it allows us to offer Cisco MediaSense customers with advanced recording applications to fill that critical need.”
Cisco MediaSense controls the capture of transaction media while Calabrio's intuitive Web 2.0 interface provides a flexible and dependable solution for business functions important to the contact center and the broader enterprise, including compliance review, quality management, legal discovery and training.
Back in 2010, Calabrio announced that its Calabrio Workforce Management software version 8.3 is in compliance with the NES (formerly Nortel Enterprise Solutions) Contact Center offering from Avaya (News - Alert).