Calabrio, Inc., a provider of contact center workforce optimization and analytics software, announced it has enhanced its Calabrio ONE® workforce optimization suite to advance ease-of-use, broaden integrations, and provide more capabilities to simplify customer interaction analysis for multi-channel contact centers.
The enhancements includes text analytics, streamlined multi-channel capabilities, more standard third-party system integrations, advanced mobility features, and a redesign of workforce management forecasting and scheduling – all focused on enabling contact centers to accomplish more with less effort.
“With more channels, more devices, and more systems to connect to, the tasks of planning and analyzing today’s contact center interactions continues to become more complex,” said Paul Stockford, president and chief analyst, Saddletree Research. “Calabrio has established itself as an industry leader in terms of making contact center optimization simple and attainable. With this new release, they remain consistent in their ability to deliver what they promise and have once again raised the bar regarding ease-of-use in a workforce optimization solution.”