Minneapolis, MN — Calabrio, Inc., a leading provider of workforce optimization and unified desktop software for IP-based contact centers, announced today a new version of Calabrio Compliance Recording and Quality Management, version 2.7, which features a redundant CTI (Computer Telephony Integration) service option for greater reliability, enhanced archival options to strengthen PCI (Payment Card Industry) compliance, and knowledge worker recording that does not require an underlying contact center ACD (Automatic Call Distributor). Calabrio also announced the availability of Calabrio Workforce Management software, version 8.3.3. Both products include expanded language support.
“Different contact center customers have different needs, so flexible features are important and all of them expect reliability,” said Paul Lidsky, CEO and president of Calabrio, Inc. “The enhancements we announced today further strengthen two key elements that have been fundamental to Calabrio software – the reliability and flexibility that are so critical to contact centers in managing people and process.”
Calabrio Compliance Recording and Quality Management (CQM) 2.7
Calabrio Compliance Recording and Quality Management provides the flexibility for customers to deploy a recording solution for quality management, 100% voice recording, or both, using software that is built for reliability in IP-based contact centers. This new release, version 2.7, includes the following enhancements:
Redundant CQM CTI Service Option – This enhancement allows for the deployment of redundant CTI services to ensure the critical recording service is not interrupted by the failure of a single server or service.
Team-level Archive Workflow Configuration – Archival recording can now be configured to exclude recording from specific sets of area codes to accommodate varied third-party recording consent regulations. This enhancement expands upon the product’s current capabilities around PCI compliance.
Record Knowledge Workers Without ACD Requirement – Calabrio has supported knowledge worker recordings in previous releases, however, an ACD was required. This new version enables enterprises to deploy recording without integration to an ACD through a direct connection to a Communications Manager (IP-based PBX).
Expanded Flexibility – The new software now allows recordings to be saved for an unlimited amount of time, and allows recording of hundreds of calls per agent per day in order to provide the maximum flexibility to meet customer requirements.
Localization – Calabrio Quality Management now includes localizations for French, Italian, German, Spanish, Dutch, Brazilian Portuguese, Swedish, Danish, Russian, Korean, Japanese, Simplified Chinese and Traditional Chinese.
Calabrio Workforce Management (WFM) 8.3.3
Calabrio Workforce Management is a 100% browser-based solution that provides forecasting, scheduling and workforce planning capabilities that are architected to meet the specific needs of IP-based or virtual contact centers. This new release, version 8.3.3, provides greater configurability of reports and work parameters to address the specific business needs of Calabrio customers. The product is also now available in French.
Supported platforms include: Cisco Unified Contact Center Express v5.x, 6.0, 7.0; Cisco Unified Contact Center Enterprise v6.x, 7.x; Avaya CMS 4+, Nortel Contact Center 6.0 and Symposium 5.0.
Calabrio Compliance Recording and Quality Management 2.7 and Calabrio Workforce Management 8.3.3 are available now through authorized Calabrio partners.
Calabrio Compliance Recording and Quality Management and Calabrio Workforce Management are components of the Calabrio One suite, which integrates workforce optimization with unified desktop applications for agents and supervisors in order to improve the customer experience, grow revenue, and increase profitability. For example, Calabrio One customers can create forecasts, generate work schedules, measure quality and efficiency, access reports and alerts, and collaborate within their teams to impact performance. The Calabrio One name represents a move toward streamlining business processes – providing agents with one view of the customer, and providing supervisors and managers with one view of the contact center – all from a common desktop.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio One™, a comprehensive suite of customer interaction and workforce optimization software that’s easy to implement, use and maintain in new IP-based customer interaction networks. By integrating workforce optimization within the agent and supervisor workflow, Calabrio helps customers align their contact center business processes and performance with their business objectives. Calabrio distributes their software through channel partnerships and an OEM relationship with Cisco, and has installed software on more than 550,000 desktops. Calabrio is a member of the Cisco Technology Developer Program (CTDP), the Nortel Open developer program, and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.
Calabrio, Calabrio One and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
For Immediate Release
Calabrio Media Relations