Calabrio today released an all new design of its Web 2.0-based Calabrio ONE enterprise software suite.
A hallmark of the Calabrio ONE suite is the personalized dashboard, which is presented as a series of widgets, in an OpenSocial framework embraced by popular social media sites. Each user can choose from the widget library of performance graphs and activities, then position and configure the dashboard according to her own needs and preferences. For example, an agent can set her dashboard to mheronitor own schedule, adherence metrics, average quality scores for the day or the week, alerts and overall performance against team key performance indicators.
“Contact centers are struggling to keep pace in an environment where customer interaction spans everything from a phone call to a Twitter post, and an incoming agent workforce expects the instantaneous connections they get through texting and Facebook,” said Tom Goodmanson, president and CEO of Calabrio. “Enterprises simply can’t afford to have complex contact center solutions slow them down. Now is the time to provide customer service professionals with workforce optimization tools that are as powerful in their simplicity as the ubiquitous social media sites.”
“Calabrio’s new user interface is highly innovative and a game changer for the contact center workforce optimization market,” said Donna Fluss, president of DMG Consulting. “The widget-based design is very flexible, but more importantly, it significantly reduces the number of steps and complexity of performing quality assurance and workforce management functions.”
The OpenSocial framework of Calabrio ONE will allow contact centers to integrate with third-party platforms like Cisco SocialMiner, which allows enterprises to monitor and respond to posts on social networking sites like Facebook and Twitter. Calabrio ONE could also incorporate widgets directly from these and other sources, including industry blogs and forums. The widget-based design also allows for workforce optimization components to integrate within other Web 2.0-based frameworks, such as Cisco Finesse, Cisco’s next generation agent and supervisor desktop.