Call Center Software Featured Article

Calabrio Releases Latest Version of Workforce Optimization Software Suite

By Rajani Baburajan
TMCnet Contributor

Calabrio (News - Alert), a provider of contact center workforce optimization software, announced the release of version 8.8 of the Calabrio ONE suite.

Featuring significant enhancement to the supervisor role, the new version of the software provides supervisors with more capabilities in fewer clicks. Supervisors will have a clear view of performance data, and streamlined tools and workflows for team management.

"Supervisors are the critical component in contact center operations, yet it can be a challenge for them to get the clear view of contact center performance to manage operations in real time and keep their teams on track," said Tom Goodmanson (News - Alert), president and CEO of Calabrio, in a statement.

"With Calabrio ONE version 8.8, we have transformed the supervisor experience, arming them with access to more data and more powerful tools in simplified and flexible views so they are better equipped to lead their teams in delivering an exceptional customer experience," Goodmanson added.

Other important features of the software suite include more widget options for supervisors to track agent and team performance, new multi-channel customer experience evaluation and reporting capabilities, according to company officials.

The new revised version features an intra-day management view that provides intuitive schedule editing capabilities for fast and easy real-time performance tracking and staff adjustments.

"Version 8.8 of Calabrio ONE demonstrates Calabrio's ongoing leadership in the development of the Web 2.0-based workforce optimization (WFO) suite," said Paul Stockford, president and chief analyst at Saddletree Research.

"The innovative use of widgets on the supervisor desktop significantly simplifies and streamlines decision-making while creating a customizable workspace that is clean and efficient. Version 8.8 of Calabrio ONE will enable supervisors to spend less time analyzing data and more time acting on it," Stockford added.

Recently, Calabrio announced that Calabrio Call Recording and Calabrio Quality Management products can be seamlessly integrated with Cisco’s MediaSense version 8.5.3, an open-standards recording platform that provides multimedia recording options for the enterprise.

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