Call Recording Featured Article
New Enhancements Rolled Out for WFO Product Suite
April 16, 2015
By TMCnet Staff,
A contact center workforce optimization (WFO) and analytics software developer has launched new enhancements for its WFO software. The Calabrio (News - Alert) ONE suite of contact center WFO software is comprised of a range of tools to help companies enhance productivity and deliver better experiences to their customers.
The four main products in the suite offer comprehensive functionality for call recording, quality management, analytics and workforce management. All of the company’s solutions are fully customizable and scalable to adapt to changing business and industry needs. Furthermore, the company provides comprehensive support services to catalyze the rapid deployment of its personalized solutions and deliver unprecedented business value.
“Product innovation is the beating heart of Calabrio's development efforts. This latest software release is strong evidence that our 'heart' is as robust as ever,” said Tom Goodmanson (News - Alert), President and CEO of Calabrio. “We've added important new features that free contact center managers from mundane tasks, allowing them to focus more of their time on strategic activities. Not only will our new enhancements and features streamline administrative efforts, they will lead to cost-savings through smoother and faster contact center administration.”
With the latest set of enhancements, this upgrade boasts new automated processes such as Intraday Dynamic Scheduling and Automatic Evaluation Queues to improve efficiency and free up employees’ time for focusing on other matters. The workforce management product now includes automated request approvals as well as audit trails and reports to help manage staffing levels while providing employees with better feedback and advice. Its quality management tools rely less on ActiveX and are thus less subject to security gaps, thanks to the inclusion of integration with Avaya (News - Alert) IP Office Support, Avaya Call Reconciliation and WEbM Screen Recording. Other upgrades in this area include enhancements to post-call surveys, more flexible evaluation comments and improved one-on-one coaching and mentoring.
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