Calabrio Software Broadens Contact Center Portfolio with Business Intelligence Software.Also Announces Enhancements to Workforce Optimization Software Free and Open Source software
MINNEAPOLIS & ORLANDO, Fla. -- Calabrio Software, a leading provider of workforce optimization and unified desktop software, today at VoiceCon announced Calabrio Vision, reporting and analytics software that provides contact centers with the business intelligence they need to align their performance with their business strategy for greater productivity, efficiency and customer loyalty. In addition, Calabrio also announced new versions and new features in its Calabrio Workforce Management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. and Calabrio Quality Management software products. The new products expand Calabrio's Unified Interaction Suite to combine agent and supervisor desktop tools with workforce optimization and business intelligence software to unify the entire customer interaction process. "Total cost of ownership is an important component of any customer interaction solution because rarely is software set up once and then it's done," said Blair Pleasant, president and principal analyst of COMMfusion LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control . "Software must evolve with the needs of the contact center. The simply configurable approach that Calabrio has taken with its SOA-based desktop architecture and workforce optimization suite is important for contact centers that need the flexibility to make changes over time but aren't interested in mounting professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. costs." Calabrio Vision: Contact Center Business Intelligence for More Strategic Customer Interaction Calabrio Vision provides a holistic view of contact center performance, incorporating disparate data from the Automated Call Distribution (ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. ) and other systems. The software helps contact centers gain insight to key information in the form of historical performance reports and real-time metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. so that decision makers at all levels have timely and direct access to the information they need to quickly capitalize on Cap´i`tal`ize on` v. t. 1. To turn (an opportunity) to one's advantage; to take advantage of (a situation); to profit from; as, to capitalize on an opponent's mistakes s>. business opportunities and mitigate risk. Calabrio Vision was designed to offer insight into how contact center performance relates to a company's business goals and help companies optimize contact center activities in the context of business objectives. The software extends the value that customers get from Calabrio's workforce optimization solutions. Features, of Calabrio Vision v2.0, available in May of 2007, include: * A complete browser-based interface using any Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. for easy access to key information * Wizard-driven report design for fast, easy report creation * Customizable standard real-time and historical reports and dashboards for consistent, accurate reporting * Ad-hoc or scheduled report delivery in multiple formats (Adobe .pdf, Microsoft .xls, html and .csv) for timely reporting * Targeted alerts so supervisors and managers can take immediate action to adjust agent or team activities in real time * Scalable and flexible deployment architecture, from single server to clustering environments to fit growth strategies * Support for Cisco Unified Contact Center Enterprise and integration with Cisco Agent Desktop and Cisco Supervisor Desktop for key agent and supervisor information needs "Organizations need a faster and more efficient means of accessing the critical business information that lives in their contact centers, such as product issues and customer trends," said Jon Silverman, CTO (Chief Technical Officer) The executive responsible for the technical direction of an organization. See CIO and salary survey. of Calabrio Software. "Calabrio Vision unifies a variety of reports into one access point for actionable information, giving customers what they need to improve business processes and drive better customer service. The ability to get a great business intelligence solution in the same suite as their contact center desktop and workforce optimization software makes integration and support simpler." Calabrio Workforce Optimization: Making supervisors and agents more productive at all stages of customer interaction. Today, Calabrio Software also introduced new versions of its workforce optimization products, Calabrio Quality Management (formally Spanlink Quality Management) and Calabrio Workforce Management, tightening the integration between the products in order to optimize customer interaction as a result of better performance from contact center supervisors and agents. Calabrio Quality Management Calabrio Quality Management v 2.2 is a highly scalable voice and screen recording and evaluation application that supports agents and supervisors at any virtual (VoIP-based) location, helping companies improve their customer interaction business processes and impact their bottom line. New features available in Spring 2007 include: * Enhanced serviceability (system) serviceability - The ease with which corrective maintenance or preventative maintenance can be performed on a system (e.g. by a hardware service technician). Higher serviceability improves availability and reduces service cost. Serviceability is one component of RAS. through new deployment validation and through confirmation of recording at the endpoint * Real-time playback availability for the supervisor for call resolution * Voice path separation for analytics * Integrated training through Adobe Acrobat Connect Adobe Acrobat Connect (formerly Macromedia Breeze) is software used to create information and general presentations, online training materials, web conferencing, learning modules, and user desktop sharing. The product is entirely Adobe Flash based. (formerly Adobe Breeze) * Failure weighting for key performance indicators Key Performance Indicators (KPI) are financial and non-financial metrics used to quantify objectives to reflect strategic performance of an organization. KPIs are used in Business Intelligence to assess the present state of the business and to prescribe a course of action. used in evaluations * Enhanced Active Directory-based user set up simplifies authentication (1) Verifying the integrity of a transmitted message. See message integrity, e-mail authentication and MAC. (2) Verifying the identity of a user logging into a network. * Support for Cisco Unified Contact Center Enterprise Release v 7.2 and Unified Contact Center Express v. 5.0 Getronics is a Calabrio Quality Management customer. Getronics' mission is to design, build, deploy and manage flexible and innovative end-to-end solutions (jargon) end-to-end solution - (E2ES) A term that suggests that the supplier of an application program or system will provide all the hardware and/or software components and resouces to meet the customer's requirement and no other supplier need be involved. Compare: turn-key solution. in order to optimize and increase the productivity of their clients' mobile knowledge workers. Getronics BETA tested A test of new or revised hardware or software that is performed by users at their facilities under normal operating conditions. Beta testing follows alpha testing. Vendors of packaged software often offer their customers the opportunity of beta testing new releases or versions, and the the Quality Management product, and is now implementing the software to offer a quality management solution for their customers. "We provide communications solutions for our global clients, so we are keenly aware of the importance of managing the quality of customer interactions," said John Douglas John Douglas is a name shared by a number of notable individuals:
(Chief Information Officer) The executive officer in charge of information processing in an organization. for Getronics. "Calabrio Quality Management software provides us with a practical, feature rich solution for measuring the performance of our own support teams. The ease of integration and interoperability The capability of two or more hardware devices or two or more software routines to work harmoniously together. For example, in an Ethernet network, display adapters, hubs, switches and routers from different vendors must conform to the Ethernet standard and interoperate with each other. with the desktop of our Cisco Unified Communications The real time redirection of a voice, text or e-mail message to the device closest to the intended recipient at any given time. For example, voice calls to desk phones could be routed to the user's cellphone when required. environment, which is Cisco Agent Desktop, is an added benefit." Calabrio Workforce Management Calabrio Workforce Management v 8.0 is a highly scalable scheduling and adherence application that support agents and supervisors at any virtual location for a positive impact on customer service, customer satisfaction, efficiency and costs. New features available in June 2007 include: * Complete Web-based access to all functionality including forecasting, scheduling, administrations and user appropriate real time and historical reporting * Agent report cards - concise periodic tracking of agent performance across productivity, quality and adherence consolidating agent performance information from multiple sources * Key reporting and real-time metrics for supervisor and agent information * Support for Cisco Unified Contact Center Enterprise Release v 7.2 and Unified Contact Center Express v. 5.0 for both historical and real-time adherence * Integration with Cisco Agent Desktop and Cisco Supervisor Desktop for agent and supervisor information "It isn't just large contact centers that require the full suite of applications including quality management, workforce management and performance management," said Rif Kiamil, president of the Cisco Unified Contact Center Express User Group. "Affordable solutions are important to support key business metrics and proactive insights for small- to mid-size IP-based contact centers and Calabrio is delivering these applications." About Calabrio Software Calabrio Software develops and markets customer interaction software, workforce optimization software and business intelligence software. By integrating workforce optimization within the team's daily workflow, Calabrio helps customers align their contact center business processes with their business objectives. Find news and information at www.calabrio.com. |
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