Workforce optimization for contact centers from Calabrio

Calabrio has released an enhanced version of its Calabrio ONE workforce optimization software, engineered to help supervisors, managers and agents work more efficiently.

The company describes Calabrio ONE as a comprehensive suite of contact center workforce optimization software that is easy to implement, use and maintain. Products in the suite include call recording, quality assurance, workforce management, speech analytics, desktop analytics and performance-based dashboards and reporting. Recent enhancements to the suite include Avaya DevConnect Certification and Cisco Certification testing, including greater Cisco integration with Cisco Voice Portal.

Calabrio explains the new version includes new automated processes, such as Intraday Dynamic Scheduling and Automatic Evaluation Queues, which are designed to get more done and provide additional value as contact centers continue to grow in size and complexity. Further, Calabrio ONE also has been expanded to increase integration with Avaya platforms, including Avaya IP Office support and Avaya Call Reconciliation.

Calabrio highlights the following new product features and capabilities:

Workforce management—automated request approvals, intraday dynamic scheduling and audit trails and reports, which help manage staffing levels with less effort while providing agents with more input into their work schedules and more transparency around changes. Quality management—Avaya IP Office Support, secure plug-in free playback, post-call survey enhancements, flexible evaluation comments and enhanced one-on-one coaching and mentoring.