collab9, a Cisco-powered cloud communications service provider, has selected Calabrio ONE Workforce Optimization (WFO) Suite for its cloud-based communications and collaboration solution.
collab9's customer service capabilities are an element of its Enterprise Communications Services (ECS) offering—an enterprise-class, cloud-based communications solution that integrates hosted voice, video, Web conferencing, messaging, mobility, and customer care applications into one platform.
Based on Calabrio's Web 2.0 framework, the Calabrio ONE suite provides collab9 with call recording, quality management, workforce management, speech analytics, and intelligent performance dashboards. collab9 has leveraged these capabilities to offer agent-based routing, inbound/outbound call-handling, Web and email interaction management, as well as easy installation, setup and administration.
"When looking for a technology partner, collab9 needed a vendor with deep customer service market experience whose solution mapped well with our existing products," said Mustafa Baig, manager of collab9, in a statement. "Not only did Calabrio come recommended by our primary technology partner, but the company offers the most comprehensive customer service suite, featuring high usability and efficiency. The solution's advanced call recording and speech analytic capabilities allow our customers to increase quality assurance—a critical factor in customer service and help us to differentiate ourselves from our other Cisco Hosted Collaboration Solution providers."
"At Calabrio, we take the complexity out of contact center activities, and enable customers like collab9 to personalize and enhance their workforce optimization efforts," said Matt Matsui, vice president of product marketing for Calabrio. "Calabrio ONE provides a flexible and intelligent platform that automates processes and data analysis, providing collab9 a strong foundation for their hosted communications solution. Customers will manage their business activities more effectively and more easily achieve customer service excellence."