Valencia, Calif.-based Nexus IS, a full-service provider of unified communications solutions and a Cisco Gold Certified Partner, is now distributing Calabrio Software’s workforce optimization and unified desktop solutions for contact centers throughout California, Arizona, Oregon, Washington and Southern Nevada.
Specifically, Nexus IS, which has expertise in converged networks, security, voice, video, data, IP
telephony and contact center, will now include Calabrio Workforce Management and Calabrio Quality Management products as part of its Cisco Unified Contact Center Enterprise offering.
Calabrio’s WFO suite includes workforce management, performance management, call recording, quality monitoring, speech analytics and unified desktop applications. Whether used separately or in any combination, or as a full (tightly integrated) suite, these solutions are used to boost agent performance and productivity, as well as overall contact center efficiency. By improving agent performance, organizations can boost customer satisfaction and loyalty, which in turn leads to higher profits. Using these IP-based solutions, contact center managers/supervisors can quickly and easily create forecasts, generate work schedules, measure quality and efficiency, access reports and alerts, and collaborate within their teams to impact performance -- all from a common desktop. Thus Calabrio’s solutions are ideal for managing multiple, geographically dispersed centers, even remote or home-based agents!
A spin-off of Spanlink Communications’ products division, Calabrio was formed in early 2007 to combine Spanlink’s product development group and an acquisition, Calabrio, Inc. (Canada), which had been developing workforce management software for contact centers since 1995. All of Calabrio’s solutions are (obviously) optimized for Cisco systems, as it has served as a development partner for Cisco Agent Desktop and Cisco Supervisor desktop products, and has worked closely as an OEM partner for Cisco for a number of years, going back to when it was part and parcel of Spanlink.
“Nexus IS has a strong reputation for delivering effective contact center solutions to large and small businesses alike,” said Ralph Flamini, vice president of Worldwide Channels for Calabrio, in a press release. “We look forward to working with Nexus IS to help its customers realize the benefits of workforce optimization in an IP environment.”
Calabrio recently
announced that CDW Berbee, another full-service integrator of unified communications and contact center products, and leading Cisco partner, is also now a reseller of its workforce optimization products. These recent reseller deals mean enterprises and other organizations with contact centers now have two additional channels through which to obtain Calabrio’s industry leading WFO solutions.
Nexus IS also holds specialization certifications in IP Communications, Wireless, and VPN/Security; and is an Advanced Technology Partner for TelePresence, Unified Contact Center and MeetingPlace collaboration technologies. In addition to being a Cisco Gold Partner, the firm also has partnerships with NEC Unified Solutions and Microsoft.
For more information about Calabrio visit
www.calabrio.com.
For more information about Nexus IS visit
www.nexusis.com.
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