Workforce Management Feature Article
July 19, 2012
Speech Analytics Boost the Power of the Contact Center and Workforce Management
By Amanda Ciccatelli, TMCnet Web Editor
In contact centers these days, workforce management and optimization is key. Contact centers must have the right software to analyze call data in order to maintain quality and accuracy, which contribute to an efficient contact center environment.
Calabrio (News - Alert), Inc., a provider of contact center workforce management and optimization and analytics software, has released the first Web 2.0-based Speech Analytics application to be integrated within a workforce optimization framework. Calabrio ONE software suite provides speed and flexibility for customers who want an analytics-driven workforce optimization solution tools that ensure insight into compliance, quality and accuracy.
"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. "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."
The Calabrio ONE suite includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. It provides product bundles and features that make it easy for customers to begin with the right set of applications for their business, and then build on their success with new applications as the business grows.
Speech Analytics automates the search, quality and compliance teams spend less time on review and more time making an impact on the business. It turns recorded phone transactions into meaningful data that is automatically reviewed, categorized, analyzed. Calabrio ONE also includes enhancements to Calabrio Workforce Management and Calabrio Quality Management applications, including more language options and serviceability enhancements.
The Calabrio ONE suite also introduces new versions of Calabrio Call Recording, Calabrio Quality Management and Calabrio Workforce Management. Other new features include a dynamic dashboard capability, a real-time recording monitoring application, gateway/SBC Recording, and user-level localization for English, French, Spanish and Portuguese for all applications.
"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. "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.”
Back in March, Calabrio released an offering of its enterprise recording applications for Cisco (News - Alert) MediaSense through the Cisco SolutionsPlus program, which allows certain products from third parties to be purchased through Cisco. The company said that Calabrio recording applications for Cisco MediaSense have shown improved value for Cisco enterprise and contact center customers by increasing the reliability of archiving, retrieving, evaluating, and analyzing contacts.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Juliana Kenny