- Calabrio Workforce Management application is compatible with key Avaya contact center solutions
- Helps contact centers balance excellent service with efficiency and cost
Minneapolis, MN — Calabrio, Inc., a leading provider of workforce optimization and unified desktop software for IP-based contact centers, today announced that its Calabrio Workforce Management software is compliant with contact center solutions from Avaya, a leading global provider of business communications applications, systems and services.
Calabrio Workforce Management helps contact centers improve performance, such as reduce abandons, achieve first call resolution and increase customer retention. The application now is compliance-tested by Avaya for compatibility with Avaya Call Center.
“Ease of integration is a critical element of our software design approach because businesses shouldn’t have to struggle to implement and support a solution to enjoy the benefits,” said Paul Lidsky, CEO and president of Calabrio. “Avaya certification ensures our common customers the peace of mind that their Calabrio Workforce Management Solution will integrate seamlessly within their existing Avaya environment to help them achieve their business goals.”
Calabrio is a member of the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.
As a Gold member of the program, Calabrio is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.
“By offering compliance testing to the many innovative companies like Calabrio who are members of our DevConnect program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities,” said Eric Rossman, vice president, developer relations and technical alliances, Avaya. “They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multivendor network and delivering new value to their bottom line.”
Calabrio’s suite, Calabrio One, integrates Quality Management and Workforce Management 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 in an Enterprise 2.0 framework – 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 Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: https://www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.
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 and OEM partnerships, and has installed software on more than 550,000 desktops. Calabrio is a member of the Cisco Technology Developer Program (CTDP), the Nortel Open program, and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.
For Immediate Release Contact:
Kristen Jacobsen
Calabrio Media Relations
Tel: 763.795.7694
[email protected]
Lynn Newman
Avaya
Tel: 908-953-8692
[email protected]
