Calabrio Software Receives "Positive" Rating in Leading Analyst Firm's 2007 Contact Center Workforce Management MarketScope Report.MINNEAPOLIS -- Calabrio Software, a leading provider of workforce optimization and unified contact center desktop software, today announced that it has received a "positive" rating in Gartner's "MarketScope for Contact Center 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. , 2007," a report published July 16, 2007 by Jim Davies Jim Davies is the live guitarist for The Prodigy and guitarist for UK industrial metal band Pitchshifter. Jim joined the band after helping set up for the band at a gig at the Leek Road venue of Staffordshire University whilst studying there. (i). The Gartner report provides an overview of the contact center workforce management marketplace. As defined by Gartner, Contact Center Workforce Management (WFM (1) (Wired For Management) A specification from Intel for a PC that can be centrally managed in a network. It must be DMI compliant, be accessible by a management server prior to booting, contain instrumentation for component discovery and identification and ) is "an integrated set of modules that automate the ability to plan, forecast, schedule, monitor, and refine agent requirements across multiple sites, skills, tasks and channels to align with both customer service level objectives and agent satisfaction/retention goals." Specifically, CalabrioWorkforce Management software is a scalable scheduling and adherence application that supports contact center agents and supervisors across virtual locations. The software offers features such as forecasting, performance-based scheduling, adherence, key performance metrics Performance metrics are measures of an organizations activities and performance. Performance metrics should support a range of stakeholder needs from customers, shareholders to employees [1]. and additional reporting capabilities into agent and supervisors desktop views. Calabrio sells its Workforce Management software through channel partners, as well as through an OEM (Original Equipment Manufacturer) The rebranding of equipment and selling it. The term initially referred to the company that made the products (the "original" manufacturer), but eventually became widely used to refer to the organization that buys the products and relationship with Cisco as an integrated application for Cisco Unified Contact Center Express. Paul Lidsky, general manager of Calabrio Software, stated, "We are delighted to be evaluated in the report with a "Positive" rating, which, in my opinion, confirms not only Calabrio's position in the market, but also our commitment to developing the best workforce optimization solutions for next generation contact centers." About Calabrio Software Calabrio Software develops and markets customer interaction software, workforce optimization software Free and Open Source software
According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the Gartner MarketScope report, a "positive" rating means the vendor "demonstrates strength in specific areas, but is largely opportunistic" and that customers should "continue incremental investments," and potential customers should "put this vendor on a shortlist short·list also short-list n. A list of preferable items or candidates that have been selected for final consideration, as in making an award or filling a position. Noun 1. of tactical alternatives." MarketScope Disclaimer The MarketScope is copyrighted 2007 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability mer·chant·a·ble adj. Suitable for buying and selling; marketable. mer  chant·a·bil or fitness for a
particular purpose.
(i)Gartner Research "MarketScope for Contact Center Workforce Management, 2007," by Jim Davies. July 16, 2007 Cisco, the Cisco logo and Cisco Systems are registered trademarks of Cisco Systems Inc. in the United States and certain other countries. |
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