Calabrio, a provider of contact center workforce optimization (WFO) and analytics software, has enhanced its Calabrio ONE Workforce Optimization Suite to advance ease-of-use, broaden integrations, and provide more capabilities to simplify customer interaction analysis for multichannel contact centers.
The latest version of the Calabrio ONE Workforce Optimization Suite includes the following enhancements:
- Text analytics added to existing speech and desktop capabilities in Calabrio Analytics to include voice of the customer analysis for email interactions. The expanded offer provides a unified analytics platform that enables organizations to better understand and capitalize on all the important elements that drive customer experiences.
- Tighter integration between Calabrio ONE applications, including a new multichannel media player, and broader integration to third-party applications, including human resource management and customer relationship management (CRM) systems.
- New mobile iCal and Outlook integrations that allow agents and supervisors to stay connected with important scheduling information when and where they need it.
- An all new administrative approach for WFM forecasting and scheduling with social media-like design, enhanced visualization, and a step-by-step workflow.
"With more channels, more devices and more systems to connect to, the tasks of planning and analyzing today's contact center interactions continues to become more complex," said Paul Stockford, chief analyst at Saddletree Research, in a statement. "Calabrio has established itself as an industry leader in terms of making contact center optimization simple and attainable. With this new release, they remain consistent in their ability to deliver what they promise and have once again raised the bar regarding ease-of-use in a workforce optimization solution."
"Three years ago, Calabrio set the standard for ease-of-use in the market with the first Web 2.0-based workforce optimization solution that featured a flexible, personalized, widget-based design," said Tom Goodmanson, president and CEO of Calabrio, in a statement. "We know we can't stop there. Calabrio will continue to innovate in the area of usability to help our customers stay a step ahead of complexity. The latest version of the Calabrio ONE solution lays the foundation for a more integrated, connected customer service organization, offering businesses more advanced analytics capabilities in an even easier, streamlined solution."