Workforce management (WFM) solutions should be used in contact centers of all sizes, from sophisticated, omni-channel and multi-site environments with 10 agents to those with thousands of agents. [...]
Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise. These solutions analyze recorded conversations, which means that [...]
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.