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Calabrio Modernizes the Contact Center Supervisor Experience with an Expanded Dashboard and New Tools to Manage Agents

01/12/2012

MINNEAPOLIS— January 12, 2012 – Calabrio, Inc., a leading provider of contact center workforce optimization software, announced today the release of version 8.8 of the Calabrio ONE suite, which features significant expansion of the supervisor role. The new software provides supervisors with more capabilities in fewer clicks, providing a clear view of comprehensive performance data, and streamlined tools and workflows for team management.

New features of the suite include more widget options for supervisors to track agent and team performance, new multi-channel customer experience evaluation and reporting capabilities, and an all-new intra-day management view that provides intuitive schedule editing capabilities for fast and easy real-time performance tracking and staff adjustments. 

“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, president and CEO of Calabrio. “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.”

“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, Inc. “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.”

New Application Features

The Calabrio ONE suite version 8.8 includes new features for Calabrio Call Recording, Calabrio Quality Management and Calabrio Workforce Management, including:

  • A new Agent Schedule view for supervisors, which provides agent and team schedules, adherence and coverage views on a single unified screen.
  • Drag and drop schedule editing, which allows supervisors to make quick and easy scheduling changes, preview the performance impact, and put the changes into production.
  • Additional dashboard widgets for supervisors, including schedule, service level and adherence tracking for a named agent or group of agents.
  • The ability to evaluate, score and report on the quality of customer interactions through any channel (chat, email, social media, etc.).
  • Expanded evaluation calibration capabilities enabling contact center managers to benchmark evaluators.

Calabrio ONE is designed for a more personalized, efficient user experience with intuitive navigation that streamlines all components of the workforce optimization suite, including call recording, quality management, analytics, workforce management and performance management. Since integrating the components into a single interface, an increasing number of Calabrio customers take advantage of more than one application during the initial implementation. 

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. The Calabrio ONE suite 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 has achieved the highest status of Preferred Solution Developer in the Cisco Developer Network (CDN), and is a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.

Follow Calabrio on Twitter at: http://www.twitter.com/calabrio

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.