Calabrio Delivers the Power of Web 2.0 Speech Analytics to Workforce Optimization

MINNEAPOLIS, July 17, 2012 /PRNewswire/ -- Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, today unveiled the first Web 2.0-based Speech Analytics application to be fully-integrated within a comprehensive workforce optimization framework. Calabrio ONE software suite now offers speed, ease-of-use and flexibility for customers seeking an analytics-driven workforce optimization solution, delivering the tools required to ensure that companies have greater insight into compliance, quality and accuracy for peace of mind.

(Logo:  http://photos.prnewswire.com/prnh/20120717/CL41506LOGO )

Calabrio's fully-integrated Speech Analytics software application option, called Calabrio Speech Analytics, turns recorded phone transactions into meaningful data that is automatically reviewed, categorized, analyzed and made ready for action. Calabrio Speech Analytics automates the search, so quality and compliance teams spend substantially less time on review and significantly more time making an impact on the business. The latest Calabrio ONE suite also includes several enhancements to Calabrio Workforce Management and Calabrio Quality Management applications, including more language options and serviceability enhancements.

"Calabrio's goal is to drive Speech Analytics into organizations in a powerful yet flexible way and bring structure to the most unstructured data, which is voice," said Tom Goodmanson, president and CEO of Calabrio. "This is in keeping with Calabrio's commitment to deliver a workforce optimization suite that scales up and down the enterprise like no other product in the market."

"Calabrio Speech Analytics is another proof point of Calabrio's mastery of Web 2.0 and its application in the contact center," said Paul Stockford, president of Saddletree Research. "The simplicity of design and ease of use of Calabrio Speech Analytics' interactive widgets means speech analytics is no longer restricted to the realm of large, well-funded contact centers. Leveraging the open platform characteristics of Web 2.0, Calabrio is able to deliver Speech Analytics that is equally functional yet significantly easier to craft than its more complex competition."

New Software Features

The Calabrio ONE suite introduces new versions of Calabrio Call Recording, Calabrio Quality Management and Calabrio Workforce Management. Other new features of the suite include:

• A dynamic dashboard capability, which includes the ability to drill down on the detail within one analytics widget to change the scope of all related widgets within the dashboard, and ultimately drill into root cause data for further analysis and action
• A real-time recording monitoring application, which monitors recording states and alerts in the event of an outage, providing peace of mind for mission-critical compliance recording applications
• Gateway/SBC Recording, which enables Calabrio compliance, QM and analytics applications to leverage all calls captured at the Gateway for enterprise-scale recording deployments
• User-level localization for English, French, Spanish and Portuguese for all applications

Calabrio ONE is currently available through Calabrio and its partner network. Additional information about all Calabrio products or a free analytics trial can be found at www.calabrio.com.

About Calabrio, Inc.

Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that's easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. Calabrio ONE is flexible - providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives. Calabrio is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.

Follow Calabrio on Twitter at: http://www.twitter.com/calabrio

Calabrio, Calabrio One and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.

SOURCE Calabrio, Inc.