Avaya contact centre market targeted for Calabrio One Workforce Optimization suite

An announcement has been made by Calabrio (News - Alert), Inc., provider of contact center management and customer interaction software that it will make its new Calabrio One workforce optimization suite available to Avaya customers this year.

Calabrio is a gold member of the Avaya DevConnect (News - Alert) program. Calabrio is developing integration to provide call recording for Avaya IP telephony networks and contact centers through Avaya Communications Server. Avaya (News - Alert) customers will be able to take advantage of new applications in the Calabrio One suite, which include Calabrio Call Recording, Calabrio Quality Management, Calabrio Speech Analytics, and associated performance management dashboards and reports because of the integration. Currently Calabrio Workforce Management is available only for Avaya contact centers and is deployed at customer locations.

Calabrio will leverage on existing channel partners who provide solutions for both Cisco (News - Alert) and Avaya contact centers to allow the partners to offer a consistent product suite for customers with Cisco or Avaya environments, as well as customers with hybrid Cisco and Avaya environments.

Discussions about new partnerships have begun with a select group of Avaya resellers.

Tom Goodmanson, president and CEO, Calabrio believes frustration with the complexity of workforce optimization software is a theme repeatedly heard among customers and partners. This is a primary reason to choose partnership with Calabrio, he added. Calabrio has set a path to redefine the standard of workforce optimization that centers on the user by making the software more functional, powerful and flexible for those who use it and support it. He concluded by saying that extending those advantages to the Avaya customer base is a logical step for the company.

Designed as a Web 2.0-based software suite of applications, Calabrio One shares look-and-feel, leverages common underlying data, minimizes cross-application administration, and is easy to implement, use and manage. Personalized views based on roles provide the ability to match the work style of different types of users, including agents, supervisors and executives.  Employees can access tools they need to provide excellent customer service, manage effectively and keep the contact center in line with business goals by logging into their workspace.

Field trials of Calabrio Call Recording and Quality Management software on Avaya are expected to begin this summer.