Calabrio Workforce Optimization

Contact centers need a solution that effectively assimilates and presents information in such a way that the right people have the right information to make the right decisions about how to optimize contact center performance.

Calabrio Workforce Optimization helps supervisors and other managers align the contact center performance with business objectives by integrating workforce optimization within the team’s daily workflow – combining agent and supervisor desktop tools in a composite application with workforce optimization software to unify the entire customer interaction process. Performance management tools, such as reporting, agent scorecards, dashboards and alerts, provide contact centers with the business intelligence they need – both historically and in real-time - to align their performance with their business strategy.

Calabrio Workforce Optimization is directly integrated within Cisco Supervisor Desktop, which unifies the tactical tools for supervisors with the tools they need to optimize team performance: Quality Management and Workforce Management.

Calabrio Workforce Management provides the information supervisors need to schedule or forecast staffing for excellence and make short term or long term adjustments as required to maintain that excellence.

Calabrio Quality Management is a highly-scalable voice and screen recording and evaluation solution that supports agents and supervisors at any physical location. Calabrio Quality Management helps businesses improve their business process and impact their bottom line.

Working together, Calabrio Workforce Management, Calabrio Quality Management, and Cisco Agent and Supervisor Desktop products unify the entire customer interaction process for agents and supervisors. The suite helps supervisors and managers take immediate action or make planned evaluations and adjustments to optimize team performance in a “Customer-Centric” network.