Calabrio, a provider of contact center workforce optimization and analytics software, today announced major enhancements to its call recording platform to reduce the cost and complexity of recording-based applications, including compliance recording, quality management and analytics.
Some advantages of the new platform, which will be incorporated into recording-related applications of the company's Calabrio ONE suite of applications, include the following:
- three times the throughput efficiency for concurrent recordings;
- signaling enhancements that support reliability in the event of a server failover;
- improvements in core service redundancy and load balancing to support fault tolerance; and
- meta-data enhancements to provide rich call and customer-related context for calls captured at the gateway.
Additionally, enhancements in this release support robust recording of the full customer experience on every call to the enterprise regardless of capture method, the ability to associate contact-rich metadata with every call, record and associate multiple legs of a call, and associate IVR interactions with each call.