Software Eases Users into Benefits of Speech Analytics Technology
Minneapolis, MN — Calabrio, Inc., a leading provider of customer interaction and contact center management software, today introduced Calabrio Recording Export (CRX), a software-based transfer utility that allows contact centers to export multiple call recordings in bulk for archiving and speech analytics.
Calabrio Recording Export is a software add-on to Calabrio Compliance Recording and Quality Management that enables enterprise and contact center users to easily pinpoint and extract recordings for legal or regulatory evidence, migrate recordings to off-line storage for archiving, and systematically export recordings of interest based on business rules for analytics. This is the initial phase of several product introductions supporting speech analytics that Calabrio will make this year.
“Speech analytics offers far too much value for businesses to shy away due to perceived complexity,” said Tom Goodmanson, president and CEO of Calabrio. “More users are now starting to take advantage of its capabilities, and our goal is to provide a phased approach for customers that are interested in easing into the very real benefits of the technology without heroic learning curves or extensive investments.”
Calabrio Recording Export provides an effective and flexible way for contact centers to apply speech analytics to recordings from their Calabrio Compliance Recording and Quality Management application. Using Calabrio Recording Export, contact centers can identify recorded contacts associated with business trends or problem areas they are looking to analyze.
Either on-demand or at a scheduled interval, contact center managers or business analysts can pinpoint calls of interest based on data associated with the recording. For example, they may want to analyze all calls with a duration of more than 3 minutes, all calls sent to an account cancellations queue, or all calls in general. Contact centers can export calls based on this criteria and apply any third party analytics technology that fits their business needs. Within months, Calabrio will announce its own speech analytics software that leverages the Calabrio Recording Export tool for an end-to-end analytics solution from Calabrio. Calabrio Recording Export is generally available today through Calabrio’s partner network. In addition to Calabrio Compliance Recording and Quality Management, the software add-on works with Cisco Quality Management system running version 2.6.x or higher.
About Calabrio, Inc. Calabrio, Inc. develops and markets Calabrio One™, a comprehensive suite of customer interaction and contact center management software that’s easy to implement, use and maintain. Calabrio One is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. The Calabrio One name represents a move toward a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives. Calabrio distributes their software through channel partnerships and an OEM relationship with Cisco, and has installed software on more than 690,000 desktops. Calabrio is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.
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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
Contact: Kristen Jacobsen, Calabrio, Inc.
T: (763) 795-7694
Dave Boxum, Weber Shandwick
T: (952) 346-6147