Spanlink Communications Acquires Calabrio
TMCnet Contributing Editor
With the acquisition Spanlink expects to become the software suite provider that transforms the business process for customer interaction in a services oriented architecture (SOA).
The acquisition also extends the Spanlink InteractiveEdge family of products to provide a comprehensive workforce optimization (WFO) offer for IP-based contact centers. The addition of CALABRIO Workforce Management software will enable Spanlink to offer workforce scheduling, adherence, key performance metrics and additional reporting capabilities into the agent and supervisors desktop views.
“With this acquisition, Spanlink continues to move aggressively into the workforce optimization market with a Cisco-based solution designed to meet the needs of customers looking for a full-featured, competitive suite of customer interaction software that is architected for virtual, IP-based contact centers,” said Paul Stockford, chief analyst at Saddletree Research
in a press release
He continued: “Spanlink’s innovative offering also accommodates the critical role of the supervisor in managing virtual contact centers more effectively.”
The Spanlink CALABRIO product claims to offer forecasting and scheduling accuracy - up to 99.5% .They also offer a full range of additional capabilities such as skills- and performance-based scheduling, key performance indicators (KPIs), vacation scheduling, payroll integration, and much more.
Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.
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