Calabrio Releases Calabrio ONE with Speech Analytics and Other Workforce Management Features

Calabrio, a provider of customer engagement and analytics software, is releasing an updated version of Calabrio ONE, enriching customer-driven capabilities to manage large-scale, dynamic enterprise environments.

Calabrio ONE includes call recording, quality management (QM), workforce management (WFM), voice-of-the-customer analytics, and advanced reporting—to record, capture and analyze contact center interactions, and provide a single view of the customer for an improved experience.

 New WFM features drive accuracy and predictability into scheduling and forecasting for large contact center workforces. The updates include:

• Advanced forecasting improvements to enable more accurate detection of macro and micro trends in contact volumes
• Sophisticated prioritization rules to ensure proper scheduling
• Improved schedule creation options that allow for ad hoc and unplanned schedules required by fast-paced dynamic environments

This latest release of Calabrio ONE eases enterprise administration of users and systems to reduce the burden on IT and contact center staff. Other enhancements include:

• Simplified user administration makes it easier to configure large numbers of users in a dynamic environment
• Improved management of network capacity for on-premises deployments
• System monitoring capabilities coupled with proactive server maintenance processes
• Notifications for closed loop performance management

With this release, Calabrio also introduces the latest evolution of speech analytics, significantly improving transcription-based speech recognition and analysis. These features allow users to:

• Leverage GPU accelerated hardware allowing customers to transcribe audio at up to 150X speeds
• Reduce the overall hardware footprint and total cost of ownership
• Provide a significant boost in speech recognition accuracy for enriched customer engagement, risk management, marketing, compliance, targeted quality and other mission critical solutions

 For more information about these updates, visit www.calabrio.com.