Calabrio, Inc., recently released an all new design of its Web 2.0-based Calabrio ONE enterprise software suite. This solution is the first workplace optimization suite to draw on proven techniques of the social web to deliver tools that are flexible yet simple to support.

A hallmark of the Calabrio ONE suite is their personalized dashboard that contains a series of widgets in an OpenSocial framework embraced by popular social media sites.

Each user can choose from the widget library of performance graphs and activities to develop proper positioning and configuration of the dashboard according to their own needs and preferences.

President and CEO of Calabrio, Tom Goodmanson, says contact centers are struggling to keep pace in an environment where customer interaction spans everything from a phone call to a Twitter post.

Goodmanson also says an incoming agent workforce expects the instantaneous connections they get through texting and Facebook. At the same time, enterprises simply can’t afford to have complex contact center solutions slow them down.

Calbrio ONE offers a consistent look and feel between all applications. Wasted time is eliminated due to the ease and flexibility of the new suite. In addition, IT staff has more opportunity to respond to the needs of the business user and less time on app support.

The suite supports the new 8.6 versions of Calabrio Call Recording, Calabrio Quality Management and Calabrio Workforce. A few new features are a speech energy bar, speech energy data for talk over and silence, agent hot desking/hoteling, hyperlinking to any third party apps and service alerts.

Calabrio ONE is positioned as a comprehensive suite of contact center workforce optimization software that is easy to implement, use and maintain. It includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting.

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