MONTREAL, April 18 /PRNewswire/ -- Calabrio, Inc., a leading provider
of contact center workforce management (WFM) solutions, today announced
working with Communication Service for the Deaf, Inc. (CSD) to reengineer
its complex and unique contact center operations. With Calabrio's
technology in place, CSD can now solve costly challenges in many contact
center locations to more effectively serve the deaf and hard-of-hearing
CSD is evolving the contact center industry with its innovative "video
relay service" to communicate with deaf callers, given the growing
popularity of broadband Internet which enables richer communications beyond
the usual teletype. This unique service enables callers to more easily and
quickly communicate through sign language interpreters, 24 hours a day,
seven days a week. CSD is a non-profit organization dedicated to providing
a broad continuum of social and human service programs, as well as
telecommunications relay services.
But on top of the thousands of calls it receives every day in its video
relay division alone, CSD's challenges include running dozens of other
contact centers in a fast-paced environment. Because its call center agents
are highly qualified and specialized, it needed to ensure it was making the
best use of that scarce resource. More than simply certified interpreters
with 5-10 years of experience, the agents also need to be knowledgeable
about the myriad issues that a person could possibly call about. Like many
contact centers, CSD usually erred on the side of overstaffing to ensure
service levels would be met, but this was an expensive strategy given its
Benjamin Soukup, chief executive officer for CSD, explained, "We needed
a much more accurate workforce management system than our homegrown method
of pulling data from switch reports and crunching numbers on a calculator.
As a non-profit organization, we always look for affordability as well as
effectiveness in our solutions. After evaluating several systems, including
the largest WFM vendors, we chose Calabrio as the one with the best price,
features, services and support to meet our needs."
With Calabrio's ability to help its customer achieve an unprecedented
accuracy of 99.5% and greater, CSD could now take the guesswork out of
forecasting and scheduling. This precision reduced CSD's need for
overstaffing, thereby generating immediate savings. By deploying its agents
more intelligently and efficiently, CSD could ensure that community
interpreting services would not be compromised from the increased demand
for video relay interpreting.
"We are proud to work with CSD in helping them open up the world to the
deaf and hard-of-hearing community," said Rene LeBel, chief executive
officer and founder of Calabrio. "CSD is reinventing their industry --
providing functionally-equivalent telephone access for all deaf and
hard-of-hearing Americans. With Calabrio, CSD is making the most out of its
precious resources, to the benefit of the people it serves."
CSD (a.k.a. Communication Service for the Deaf, Inc.) was established
in 1975, primarily to provide sign language interpreting services to deaf
and hard of hearing adults in South Dakota. Today, CSD employs over 3,000
individuals in offices across the nation, providing a broad continuum of
social and human service programs, as well as telecommunications relay
services. CSD is a private nonprofit agency dedicated to providing quality
services; ensuring public accessibility; and increasing awareness of issues
affecting the deaf, hard of hearing and individuals with speech
disabilities. For more information, please visit www.c-s-d.org.
About Calabrio, Inc.
Calabrio's workforce management solutions are used by companies
worldwide, such as Blue Cross, Direct TV, MasterCard, MBNA, Sears and
hundreds more. From our start in 1995 -- and now with offices in Canada,
United States and Europe -- Calabrio is one of the very first to give
multi-site and multi-channel management capabilities to today's evolving
contact centers. Unlike competitors, Calabrio offers an unmatched
forecasting and scheduling accuracy of up to 99.5% as well as a full range
of additional capabilities at no extra charge, such as skills- and
performance-based scheduling, KPIs, payroll integration, and much more. As
a result, our customers can dramatically improve productivity, employee
satisfaction and efficiency, which in turn drive customer service and
profitability. For more information, please visit www.calabrio.com.
SOURCE Calabrio, Inc.