Calabrio, a provider of contact center workforce optimization and analytics software, has added new capabilities to its Calabrio ONE Workforce Management (WFM) software to make it easier to use and more flexible.
Calabrio's new WFM capabilities further condense steps and procedures into a limited number of screens. Enhancements focus on advanced schedule management, planning and creation processes and include the following:
- Pre-scheduling of projects and meetings;
- Flexible schedules that balance business needs with agent/worklife needs; and
- Enhanced shrinkage planning options;
Calabrio ONE is built in a user-centric Web 2.0 framework and includes advanced call recording, quality management, workforce management, speech analytics, and performance dashboards.
"As with every enhancement to our Calabrio ONE software suite, these new capabilities advance our mission to redefine the standard for workforce optimization software by making it more valuable and easier to use," said Matt Matsui, vice president of product and marketing at Calabrio, in a statement. "The new Calabrio WFM software simplifies daily adjustment and makes forecasting more flexible so service level targets can be attained more reliably."