Performance Management

Performance management is a business-transforming practice embraced by strategic-minded contact centers that measure success not merely on service level, but rather how each interaction contributes to customer satisfaction, revenue and profitability of the business.

Calabrio One products provide multiple levels of performance management to meet each customer's unique business needs.

• Real-time alerts
• Quality Management Reports (quality scores, comparisons and trends)
• Workforce Management Reports (adherence, conformance and dozens of KPIs)
• Integrated Workforce Optimization Dashboards (agent and team scorecards)
• Customer Survey and Quality Management Report Integration
• Integration with Aceyus, Exony and Cisco Performance Management solutions

Within Calabrio One, clear dashboards and customized reports provide insight into key performance indicators (KPIs) for individual agents, teams and groups. Supervisors and managers can compare scores against business metrics and against other agents, teams and groups to measure performance, uncover issues and trends, and understand training priorities.

Through agent and supervisor desktops (sold through Cisco), contact center agents and supervisors have ready access to the key metrics that drive their business alongside the same software that provides the collaboration and interaction tools that help them act upon that data, which is particularly useful for real-time coaching and management.

Calabrio partners build tailored performance management solutions that incorporate relevant metrics from Calabrio Workforce Management, Calabrio Call Recording and Calabrio Quality Management and other sources, within the performance management and analytics reports of reporting partners, including Aceyus, Cisco, and Exony.

Aceyus RealDash and CDR Vault

Aceyus enables customers to have instant access to both real-time and historical data metrics in a single, easy-to-use interface. They also provide a wide range of consulting services that allow customers to utilize the full functionality and wealth of information that is available in today's contact center environment. Their platform is highly scalable and will support customers in all segments of the contact center industry.

Exony VIM Performance 

Exony VIM Performance puts key decision support, action and evaluation capabilities into the hands of the people who can make a difference, wherever they are in an organization. VIM Performance delivers advanced reporting and analytics to business users for both agent (in-sourced, remote and/or outsourced) and self-service (IVR, email and web) resources, systems and processes. It integrates critical business information from quality management, workforce management and workforce optimization systems empowering users to make better decisions and act on them in a timely and efficient manner.

Cisco Unified Intelligence Suite

The Cisco Unified Intelligence Suite is an advanced performance management platform that is as flexible as it is intuitive. Customers can report on the details of every contact across all channels from a single interface. Built on a robust and extensible Web 2.0 framework, Cisco Unified Intelligence Suite allows customers to extend the boundaries of traditional contact center reporting to an information portal where data can be easily integrated from any source and shared throughout the organization. 

Calabrio One - Workforce Optimization for Today's Work Style.