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Calabrio Announces New Releases of its Workforce Optimization Products

10/30/2007

Enhancements Reduce Deployment and Management Time, Maximizing the Return On Investment

Minneapolis, Minn. – October 30, 2007 – Calabrio, Inc., a leading provider of workforce optimization and unified contact center desktop software, today announced new releases of its Calabrio Quality Management and Calabrio Workforce Management software. The products are built from the ground up to be simple to deploy, learn and use in virtual, IP-based call centers, whether they have a small number of agents or thousands. The new enhancements reduce server hardware, database licensing and client software requirements, decreasing the time and cost associated with deploying and managing a workforce optimization solution.

“Our partners, prospects and customers consistently tell us that usability and operational ease are critical factors when selecting a software solution,” said Paul Lidsky, president and CEO of Calabrio, Inc. “These new enhancements speak to this demand, and we will continue to engineer and improve upon what we believe to be a superior choice for our customers – feature-rich software that has high-value at a lower life-cycle cost.”

Calabrio Quality Management Release 2.4
With Calabrio Quality Management 2.4, voice and screen recording can now be hosted on a single server. The new architecture will provide a significant initial investment savings for Calabrio customers, as well as less hardware and system software to support. Rather than purchasing, managing and maintaining multiple servers to support voice and screen recordings, customers will be able to use a single server for every 300 agents simultaneously logged into the Automatic Call Distributor (ACD).

 

Calabrio Quality Management 2.4 also supports use of an external SQL database, which allows customers with an existing enterprise SQL license to avoid buying a separate license. Moreover, it allows Calabrio customers who also have Calabrio Workforce Management to share the database license. Additionally, new features include outbound quality recording and Windows Vista support.

 

Getronics, a leading international provider of Information and Communication Technology (ICT) services and solutions, uses Calabrio Quality Management in a global network of virtual contact centers  from which they operate and manage their clients’ IT infrastructures and PC applications.

 

“Getronics’ business model is to be flexible and expand,” said Dick Boynton, vice president of Global Remote Infrastructure Services. “Deploying a server in every location isn’t practical given the velocity of our business. Because Calabrio Quality Management records on each agent’s desktop, we can flexibly add and move agents to fit our Global business. These new enhancements enable us to further simplify how we deploy and support the solution in multiple locations and for home agents.”

Calabrio Workforce Management Release 8.1
Calabrio Workforce Management 8.1 provides 100 percent browser-based access to all product features, enabling the contact center to be managed from anywhere in the world. Contact center managers can generate forecasts and schedules, while supervisors get a single view of all contact center Key Performance Indicators (KPIs). Real intervention tools enable contact center managers to be proactive. From anywhere, contact center managers can track actual customer service levels and call volumes to optimize staffing while improving customer satisfaction.

 

With Calabrio Workforce Management 8.1, contact center agents are also empowered to view schedules, request vacations and trade shifts at work, at home or at any contact center virtual location. They can monitor their own productivity indicators on a daily basis to keep their performance on track.

 

“IT managers we talk to like the concept of a completely browser-based user interface,” said Paul Martin, vice president of product engineering of Calabrio, Inc. “They don’t have to deal with deployment and support issues on each individual users PC because all set up, administration and maintenance is isolated to the central servers.”

 

Calabrio Quality Management and Calabrio Workforce Management comprise the Calabrio Workforce Optimization suite, which Calabrio distributes through certified partners globally, as well as through an OEM relationship with Cisco for the Cisco Unified Contact Center Express platform. Calabrio Workforce Management 8.1 is generally available now. Calabrio Quality Management 2.4 will be generally available on Nov. 15, 2007.

About Calabrio, Inc.

Calabrio, Inc. develops and markets a comprehensive suite of customer interaction and workforce optimization software that’s easy to implement, use and maintain in new IP-based customer interaction networks. By integrating workforce optimization within the agent and supervisor workflow, Calabrio helps customers align their contact center business processes and performance with their business objectives. Calabrio distributes their software through OEM and channel partnerships, and has installed software on more than 500,000 desktops. Find news and information at www.calabrio.com.

 

 

For Immediate Release
Contact:
Dave Boxum, Weber Shandwick
Tel: 952.346.6147
dboxum@webershandwick.com