Contact Center Solutions Featured Article

Calabrio Renames Its Unified Interaction Suite

March 17, 2008

Workforce optimization and unified desktop software provider Calabrio (News - Alert), Inc. today announced a new architectural direction for its software that will be built in an Enterprise 2.0 framework. According to the company, the new approach is expected to help improve business process integration by providing unified, flexible views of customer interaction, workforce optimization, performance management and analytics activities within the contact center. To reflect the new direction, the company has chosen Calabrio One as the new name of the suite of products formerly known as the Calabrio Unified Interaction Suite.

Calabrio also announced new product versions and feature enhancements within the Calabrio One suite, including enhanced graphical reports, knowledge worker support and strategic planning capabilities. In addition, the company announced pre-defined desktop integration approaches between Cisco (News - Alert) Agent Desktop and three popular CRM applications: salesforce.com’s Salesforce CRM, Oracle's Siebel Customer Relationship Management (CRM) and Microsoft (News - Alert) Dynamics CRM. The integrations facilitate screen pops and automated workflows between the CRM applications and Cisco Agent Desktop, which Calabrio distributes through an OEM relationship with Cisco.

“Satisfying customer demands while meeting business objectives is tough enough. Contact center personnel should not have to struggle with their daily tools to interact with the customer, collaborate with team members, and keep their performance on track,” said Paul Lidsky (News - Alert), CEO of Calabrio, Inc. “These product improvements further our mission to enhance and streamline the right set of tools into a single view of the daily activities and performance metrics that are appropriate for each individual user.”

Calabrio is re-naming its Unified Interaction Suite Calabrio One to reflect the new architectural approach that will integrate a variety of applications into one framework. Calabrio customers can now create forecasts, generate work schedules, measure quality and efficiency, access reports and alerts, and collaborate within their teams to impact performance in real time — all from a common desktop. In a move toward further streamlining those business processes and providing one single view of the customer and each user’s activities, Calabrio is re-architecting these capabilities as services within the contact center. Calabrio One will present the appropriate services to each user’s desktop based on their specified role, such as agent, supervisor, evaluator, manager, executive or knowledge worker.

----------

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The “BRAIN” Model of Intelligibility in Business Telephony, brought to you by Polycom (News - Alert).

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Charges for Speaking to Agent is Bad Trend

With the holiday season approaching, the Contact Center Solutions Community was filled this week with interesting insights and advice along with some interest developments. [ Read More ]
11/01/2014

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!