Minneapolis, MN — Calabrio, Inc., a leading provider of workforce optimization and unified desktop software for IP-based contact centers, today announced a new Calabrio Compliance Recording and Quality Management solution. Enhancements include a stand-alone bundle for compliance recording, PCI (Payment Card Industry) compliance, and more deployment options to accommodate thin client and mobile agent environments in addition to the endpoint recording technology that has been the cornerstone of Calabrio’s recording and quality management solutions.
“Ease-of-use and reliability have been key advantages expressed by our Calabrio Quality Management customers,” said Paul Lidsky, CEO and president of Calabrio, Inc. “Customers with thin client environments and compliance-only requirements have asked us to provide them with a solution based on those underlying advantages. This new software addresses these requirements and provides customers with more flexibility for deploying features to meet their specific recording needs regardless of their choice of infrastructure.”
Calabrio Compliance Recording and Quality Management Release 2.6 provides the following enhancements:
Compliance Recording as a Stand-Alone Bundle
Calabrio has provided 100% voice recording for compliance since their initial recording software release however the feature was packaged together with quality management and evaluation software. This new release provides contact centers with the ability to purchase 100% voice-only recording as a stand-alone for a cost-effective solution for compliance and dispute resolution. Organizations can choose to record all calls for everyone, or for specific teams of agents and knowledge workers configured in the system. Advanced query options, provided through APIs, let users find recordings quickly and easily among thousands of logged interactions. The ability to export recordings enables delivery to third party eLearning and training systems, such as Adobe Connect or WebEx. The software meets guidelines for regulatory compliance (HIPPA, SOX, financial, PCI, etc.)
As with previous versions of quality management, customers have the flexibility to utilize any open storage system for compliance recordings by identifying the network storage device (SAN or NAS) on which they would like to store the media files.
More Flexibility in Recording Architectures
Calabrio’s primary recording architecture uses the agent desktop endpoint to capture both the voice and screen elements of the transaction. In VoIP environments, this can be critical to manage network traffic and minimize the impact of network reconfiguration on the recording process. However, customers with a thin client environment (e.g. Citrix® or Windows™ Terminal Services) or using the Mobile Agent feature in Cisco Unified Contact Center Enterprise are unable to take advantage of the endpoint architecture. In this new release, Calabrio offers a server-based recording configuration using a recording server connected to the SPAN port on the switch at each location where calls will be recorded. Both the endpoint and server-based recording methods can be used together in a single deployment.
“As contact center boundaries collapse, more people need tools in more places, yet feature and architecture needs can vary greatly within a single network,” said Paul Stockford, chief analyst for Saddletree Research, Inc. “Calabrio has greatly expanded the flexibility of their recording software in their new release, which furthers their key strengths in providing value and reliability for today’s contact centers.”
Quality Management Enhancements
In addition to the compliance recording stand-alone bundle, Calabrio continues to offer a basic Calabrio Quality Management bundle, which provides contact evaluations with customized forms, selective recording options, and extensive reporting for voice recordings. An advanced Calabrio Quality Management bundle adds screen recording to the features of the basic bundle. Quality management enhancements in this release include:
- Dual monitor screen recording
- An enhanced quality evaluation approval process, which enables businesses to ensure proper contact evaluation review steps are followed
- The ability for supervisors and agents to provide comments and feedback on evaluations
- The ability to save in-progress quality evaluations for greater flexibility in time management
Other architectural enhancements to all bundles include:
- A client-side API that enables on-demand stop and start recording for PCI compliance
- Integration of the software’s Monitoring and Notification (MANA) services with third-party SNMP management systems (network monitoring solutions), which enhances the serviceability of each solution
- A server-side API for searching recordings stored inside of the Calabrio Compliance Recording and Quality Management system, which customizes and automates the retrieval process
- The ability to export recordings to .wmv, .wma and .wav for use in training, eLearning and other applications
Calabrio Compliance Recording and Quality Management 2.6 is available now through authorized Calabrio partners. Through an OEM relationship with Cisco, Calabrio also provides a version for Cisco Unified Contact Center Express customers with 300 seats and under.
Calabrio Compliance Recording and Quality Management is part 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.
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