Calabrio to Address Big Data in the Contact Center at ITEXPO Miami 2013
Calabrio president and CEO to share contact center analytics knowledge and expertise at premier communications and technology event January 31
MINNEAPOLIS, Minn. — Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, today announced Tom Goodmanson, the company’s president and CEO, will present at ITEXPO Miami 2013, the world’s largest and best-attended communications and technology trade show, held January 30-February 1 at the Miami Beach Convention Center. Goodmanson will lead the session titled “Bringing Big Data to Life” on January 31 at 3:30 pm, sharing insight on new customer interaction analytic techniques and how to leverage analytics to gain business insight and increase customer satisfaction, retention, acquisition and marketing success.
Contact centers are sitting on endless amounts of useful data. However, many are not extracting the valuable insight this data can hold because the information is highly unstructured. Furthermore, traditional analytic technology has been very complex which makes adoption difficult and unattractive. When left to traditional approaches to analyzing voice data—where contact centers are forced to manually listen to calls in order to pinpoint essential transactions, trends and take action—enormous business opportunities can be lost because they can’t literally listen to every call so they don’t have a complete view of what customers and agents are saying.
During the “Bringing Big Data to Life” presentation at ITEXPO, Goodmanson will explore next-generation speech analytic approaches that make understanding big data simpler in the contact center.
“Modern speech analytic techniques are more intuitive, making the process of turning unstructured phone transactions into big data that can be sorted, evaluated and acted upon more easily and cost effectively,” said Tom Goodmanson, president and CEO of Calabrio. “During the ITEXPO session, we’ll discuss these innovations and attendees will leave with the knowledge on how to more easily leverage advanced speech analytics for better compliance, quality assurance and enterprise success.”
About TMC & ITEXPO:
TMC is celebrating its 40th anniversary as a global, integrated media company that helps clients build communities in print, in person, and online. TMC publishes the Customer Interaction Solutions, INTERNET TELEPHONY, Next Gen Mobility, and Cloud Computing magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. In addition, TMC runs multiple industry events: Cloud Communications Expo; Cloud4SMB Expo; CVx (ChannelVision Expo); DevCon5; HTML5 Summit; LatinComm Conference & Expo; M2M Evolution Conference & Expo; Mobility Tech Conference & Expo; MSPAlliance MSPWorld; StartupCamp; SuperWiFi Summit; Video World Conference & Expo and more.
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 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.