Calabrio Unveils Web 2.0-Based Speech Analytics Solution

Workforce optimization and analytics software provider Calabrio has unveiled a Web 2.0-based speech analytics application that can be fully integrated within a comprehensive workforce optimization framework.

Calabrio Speech Analytics turns recorded phone transactions into meaningful data that is automatically reviewed, categorized, analyzed, and made ready for action. 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.

The Calabrio ONE suite introduces new versions of Calabrio Call Recording, Calabrio Quality Management, and Calabrio Workforce Management. Other new features 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.
  • A real-time recording monitoring application, which monitors recording states and alerts in the event of an outage.
  • Gateway/SBC Recording, which enables Calabrio compliance, quality management, 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'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, in a statement. "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."

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