Calabrio Enhances Calabrio ONE WFO

Calabrio, a provider of contact center workforce optimization (WFO) and analytics software, has released an enhanced version of its Calabrio ONE workforce optimization software to help supervisors, managers, and agents work smarter.

New automated processes included in Calabrio ONE are Intraday Dynamic Scheduling and Automatic Evaluation Queues. Calabrio ONE also has been expanded to increase integration with Avaya platforms, including Avaya IP Office support and Avaya Call Reconciliation.

Calabrio ONE is a comprehensive suite of contact center workforce optimization software. Products in the suite include call recording, quality assurance, workforce management, speech analytics, desktop analytics, and performance-based dashboards and reporting. Recent enhancements to the suite include Avaya DevConnect Certification and Cisco Certification testing, including greater Cisco integration with Cisco Voice Portal (CVP).

Among the Calabrio ONE new product features are the following:

  • Workforce Management, including automated request approvals, intraday dynamic scheduling, and audit trails and reports.
  • Quality Management (QM), including Avaya IP Office Support, Avaya Call Reconciliation and WebM Screen Recording. Additional QM upgrades include post-call survey enhancements, flexible evaluation comments, and enhanced one-on-one coaching and mentoring.

"Product innovation is the beating heart of Calabrio's development efforts. This latest software release is strong evidence that our heart is as robust as ever," said Calabrio President and CEO Tom Goodmanson in a statement. "We've added important new features that free contact center managers from mundane tasks, allowing them to focus more of their time on strategic activities. Not only will our new enhancements and features streamline administrative efforts, they will lead to cost savings through smoother and faster contact center administration."

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