Contact Center Solutions Featured Article

Calabrio Workforce Management Compliant with Avaya Contact Center Solutions

September 03, 2008

Calabrio said its Calabrio Workforce Management software is compliant with contact center solutions from Avaya.

 
Avaya is a provider of business communications applications, systems and services. Companies use Avaya solutions for IP Telephony, unified communications, contact centers and communications-enabled business processes.
 
Calabrio Workforce Management is compliance-tested by Avaya for compatibility with Avaya Call Center. This software from Calabrio “improves performance, such as reduce abandons, achieve first call resolution and increase customer retention.”
 
Paul Lidsky, CEO and president at Calabrio, said that ease of integration is a critical element of his company’s software design approach because businesses shouldn’t have to struggle to implement and support a solution to enjoy the benefits.
 
He also said in a statement that Avaya certification ensures that the common customers the “peace of mind” that their Calabrio Workforce Management Solution will integrate seamlessly within their existing Avaya environment to help them achieve their business goals.
 
Calabrio is a provider of workforce optimization and unified desktop software for IP-based contact centers. The company develops and markets Calabrio One, a comprehensive suite of customer interaction and workforce optimization software that can be deployed in new IP-based customer interaction networks.
 
Calabrio One integrates Quality Management and Workforce Management with unified desktop applications for agents and supervisors.
 
The company is a member of the Avaya DevConnect program. This program is an initiative to develop, market, and sell third-party products that interoperate with Avaya technology.
 
Moreover, as a Gold member of the program, Calabrio is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J.
 
“By offering compliance testing to the many innovative companies like Calabrio who are members of our DevConnect program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities,” said Eric Rossman, vice president for developer relations and technical alliances at Avaya.
 
He also said that they are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available—getting more out of their multi-vendor network and delivering new value to their bottom line.
 
Last month, Calabrio announced an agreement with Canada based TELUS to resell Calabrio's workforce optimization products.
 
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Anshu Shrivastava is a contributing editor for ContactCenterSolutions. To read more of Anshu's articles, please visit her columnist page.

Edited by Tim Gray



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