Calabrio Software Broadens Contact Center Portfolio with Business Intelligence Software

MINNEAPOLIS, Minn. and ORLANDO, Fla. - Calabrio Software, a provider of workforce optimization and unified desktop software, released Calabrio Vision, reporting and analytics software. In addition, Calabrio also announced new versions and new features in its Calabrio Workforce Management and Calabrio Quality Management software products.

The new products expand Calabrio's Unified Interaction Suite to combine agent and supervisor desktop tools with workforce optimization and business intelligence software.

Calabrio Vision provides a view of contact center performance, incorporating data from the Automated Call Distribution (ACD) and other systems. The software helps contact centers gain insight to key information in the form of historical performance reports and metrics.

Features, of Calabrio Vision v2.0, available in May of 2007, include:

• A browser-based interface using any Web browser for access to key information
• Wizard-driven report design for report creation
• Customizable standard and historical reports and dashboards
• Ad-hoc or scheduled report delivery in multiple formats (Adobe .pdf, Microsoft .xls, html and .csv)
• Targeted alerts
• Scalable deployment architecture
• Support for Cisco Unified Contact Center Enterprise and integration with Cisco Agent Desktop and Cisco Supervisor Desktop

 

Calabrio Software also introduced new versions of its workforce optimization products, Calabrio Quality Management (formally Spanlink Quality Management) and Calabrio Workforce Management.

Calabrio Quality Management v 2.2 is a voice and screen recording and evaluation application that supports agents and supervisors at any virtual (VoIP-based) location. New features available in Spring 2007 include:

• New deployment validation and confirmation of recording at the endpoint
• Playback availability for the supervisor for call resolution
• Voice path separation for analytics
• Integrated training through Adobe Acrobat Connect (formerly Adobe Breeze)
• Failure weighting for key performance indicators used in evaluations
• Enhanced Active Directory-based user set up simplifies authentication
• Support for Cisco Unified Contact Center Enterprise Release v 7.2 and Unified Contact Center Express v. 5.0

Getronics is a Calabrio Quality Management customer. Getronics BETA tested the Quality Management product, and is now implementing the software to offer a quality management solution for their customers.