Calabrio Raises the Bar for Usability in Workforce Optimization

MINNEAPOLIS, Oct. 1, 2013 /PRNewswire/ -- Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, today announced it has enhanced its Calabrio ONE® Workforce Optimization Suite to advance ease-of-use, broaden integrations and provide more capabilities to simplify customer interaction analysis for multi-channel contact centers. A significant list of enhancements includes text analytics, streamlined multi-channel capabilities, more standard third-party system integrations, advanced mobility features and a revolutionary redesign of workforce management forecasting and scheduling – all focused on enabling contact centers to accomplish more with less effort.

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"With more channels, more devices and more systems to connect to, the tasks of planning and analyzing today's contact center interactions continues to become more complex," said Paul Stockford, president and chief analyst, Saddletree Research. "Calabrio has established itself as an industry leader in terms of making contact center optimization simple and attainable. With this new release, they remain consistent in their ability to deliver what they promise and have once again raised the bar regarding ease-of-use in a workforce optimization solution."

Calabrio ONE is an award-winning workforce optimization suite that drives more value into the contact center through modern software engineering and design approach that is easy, personalized and smart. The latest version of the Calabrio ONE Workforce Optimization Suite includes the following key enhancements:

• Text analytics enriches existing speech and desktop capabilities in Calabrio Analytics to include voice of the customer analysis for e-mail interactions. The expanded offer provides a unified analytics platform that enables organizations to better understand and capitalize on all the important elements that drive customer experiences.
• Tighter integration between Calabrio ONE applications, including a new multi-channel media player, and broader integration to third party applications, including Human Resource Management Systems (HRMS) and Customer Relationship Management (CRM) systems, saves organizations time and money by enabling users to find and utilize information more readily.
• New mobile iCal and Outlook integrations enhance the usability of Calabrio ONE by allowing agents and supervisors to stay connected with important scheduling information when and where they need it.
• An all new administrative approach for WFM forecasting and scheduling features an intuitive, social media-like design, enhanced visualization and a step-by-step workflow to eliminate complexity and reduce the number of steps required  to complete high-frequency tasks.

"Three years ago, Calabrio set the standard for ease-of-use in the market with the first Web 2.0-based workforce optimization solution that featured a flexible, personalized, widget-based design," said Tom Goodmanson, president and CEO, Calabrio. "We know we can't stop there. Calabrio will continue to innovate in the area of usability to help our customers stay a step ahead of complexity. The latest version of the Calabrio ONE solution lays the foundation for a more integrated, connected customer service organization, offering businesses more advanced analytics capabilities in an even easier, streamlined solution."

Calabrio ONE is currently available through Calabrio and its partner network. Additional information about all Calabrio products 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, desktop and text 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.

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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.