Calabrio Launches Desktop Analytics to Drive Continuous Growth and Improvement by Making Agent Activities Transparent

Expanded Calabrio Analytics Software Provides 100% Visibility into All that is Said and Done During Contact Center Interactions

Jun 25, 2013, 08:00 ET from Calabrio, Inc.

MINNEAPOLIS, June 25, 2013 /PRNewswire/ -- Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, today announced Calabrio Desktop Analytics, which makes agent desktop activity transparent so contact centers can drive continuous improvements in productivity. Calabrio Desktop Analytics provides organizations with clear insight into what applications agents are using and what business processes they are following. This allows them to model best-practice behaviors in order to provide the most efficient, accurate, responsive service to their customers.

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Calabrio Desktop Analytics builds on the powerfully intuitive Calabrio Speech Analytics to go beyond analysis of what customers and agents are saying to reveal what agents are doing. Calabrio Analytics products help contact centers discover opportunities to improve and grow their business by increasing revenue, optimizing efficiency, and improving customer satisfaction.

"Without complete visibility into what is happening on the agent desktop, best-practice work habits and the effective use of software applications cannot easily be reinforced, replicated or transferred to other agents," said Matt Matsui, vice president of product and marketing at Calabrio. "Calabrio Desktop Analytics makes agent activity and its impact clear, so that processes that impede performance are not overlooked and opportunities for improvement are not missed."

Calabrio Desktop Analytics presents context for agent desktop activity together with speech analysis and other data, such as call states, to help managers correlate words, actions and outcomes. It also enables managers to identify unproductive or unauthorized activity quickly. Analysis is presented in Calabrio's trademark widget-based dashboards to reveal activities, patterns and trends for drill down analysis. As with any Calabrio ONE product, Calabrio Desktop Analytics addresses a clear market need for smart solutions that don't require extensive resources or analyst expertise to drive value.

"Calabrio remains committed to leading the market in powerful solutions that make workforce optimization seamless, simple and more valuable," said Tom Goodmanson, president and CEO  of Calabrio. "Calabrio Desktop Analytics is engineered for simplicity, so any customer service operation can leverage powerful capabilities to help their organization be the best they can be."

Calabrio Analytics solutions are tightly integrated with the company's flagship Calabrio ONE workforce optimization suite. Calabrio ONE applications can be used together or separately, but are most powerful when combined. The software products are currently available through Calabrio and its partner network. Additional information about all Calabrio products can be found at

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, desktop 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

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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.