Calabrio broadens Avaya Integration to include Avaya IP Office™ (PBX) and Avaya Contact Center Select platform for midsize businesses
MINNEAPOLIS—Feb. 20, 2015–Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, has further expanded into the Avaya marketplace by directly integrating its software with the Avaya IP Office™ (PBX) platform and Avaya Aura Contact Center Select (ACD).
“This latest integration is good news for the Avaya community and partners who resell Avaya equipment to midsized organizations, which often struggle to provide multichannel customer care with technologies built for larger enterprises,” said Calabrio President and Chief Executive Officer Tom Goodmanson.
“Avaya customers who use the IP Office™ platform now can easily and seamlessly access Calabrio’s Workforce Optimization applications, including Call Recording & Quality Management, Workforce Management (WFM) and Analytics (CAS), which offer immediate opportunities for improving contact center effectiveness through evaluation and coaching,” he added.
Calabrio’s direct integration with the Avaya Aura Contact Center and IP Office adds to an expanding list of available Calabrio ONE integrations, including the Avaya Aura Call Center Elite on the Communications Manager platform and the Avaya Aura Contact Center (ACCC) and Communications Server 1000 platform.
“We remain committed to the Avaya community and the concept of customer choice, both in terms of hardware and software applications,” added Goodmanson.
Calabrio is a Technology Partner within the Avaya DevConnect program and has been part of the Avaya program since 2008. The Avaya DevConnect program enables businesses to confidently add best-in-class capabilities to their network, speed deployment of new applications and reduce both network complexity and implementation costs.
About Calabrio, Inc.
Calabrio delivers workforce optimization (WFO) and analytics solutions that elevate the customer experience and drive strategic business growth. The company’s integrated Calabrio ONE® software suite—including call recording, quality management, workforce management and analytics solutions—empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer.
With more than 4,000 clients worldwide, Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named a “Visionary” for three consecutive years by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2012-2014)*. The company also is a member of the Cisco Developer Network (CDN), and a technology partner within the Avaya DevConnect program.
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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.
*Gartner, Inc. “Magic Quadrant for Customer Engagement Center Workforce Optimization” by Jim Davies, November 12, 2014. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.