Contact Center Solutions Featured Article

Calabrio Delivers New Version of Contact Center Management Solution

January 12, 2012

Calabrio Inc., which builds workforce optimization software applications, has released version 8.8 of the Calabrio ONE suite. New with this release are more capabilities for supervisors in fewer clicks.

That includes more widget options for supervisors to track agent and team performance, new multi-channel customer experience evaluation and reporting capabilities, and a new intra-day management view that simple performance tracking and staff adjustments. 

“Supervisors are the critical component in contact center operations, yet it can be a challenge for them to get the clear view of contact center performance to manage operations in real time and keep their teams on track,” says Tom Goodmanson, president and CEO of Calabrio. “With Calabrio ONE version 8.8, we have transformed the supervisor experience, arming them with access to more data and more powerful tools in simplified and flexible views so they are better equipped to lead their teams in delivering an exceptional customer experience.”

As discussed in this ContactCenterSolutions posting and the May 2011 issue of INTERNET TELEPHONYmagazine, Tim Kraskey, Calabrio’s vice president of marketing and business development,

last year told TMC that Calabrio ONE as “the first workforce optimization suite to draw on proven techniques of the social web to deliver workforce optimization tools that are intuitive, flexible and simple to support.

“The Calabrio ONE suite allows for a personalized dashboard, which is presented as a series of widgets,” he noted. “Each user can choose from the widget library of performance graphs and activities, then position and configure the dashboard according to his or her own needs and preferences. For example, an agent can set his or her dashboard to monitor his or her own schedule, adherence metrics, average quality scores for the day or the week, alerts and overall performance against team key performance indicators.” 

“It’s about personalization and an efficient user experience with intuitive navigation,” he said. “The user is just a click or two away from any task, and there is a consistent look and feel between all applications. These factors are designed to improve user satisfaction, eliminate wasted time moving from application to application, and dramatically reduce training time (the goal is no user manuals and intuitive learning through great design). Other advantages of the suite include freedom and flexibility, whether it is delivering applications to users on mobile devices or setting up time-saving task workflows.”

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Edited by Rich Steeves