The addition of Desktop Analytics to the powerful Calabrio ONE arsenal provides contact centers with clear insight into what applications agents are using and what business processes they are following while on the call. Without complete visibility into what’s happening on the agent desktop, best-practice work habits and the effective use of software applications cannot easily be reinforced, replicated or transferred to other agents. Desktop Analytics reveals what makes agents most productive and effective by making desktop activity transparent.
Calabrio Desktop Analytics builds on the powerfully intuitive Calabrio Speech Analytics to go beyond analysis of what customers and agents are saying to reveal what agents are doing. Supervisors can look into what applications agents had on their screens during any point of a call, including what websites were visited. Calabrio Analytics products help contact centers discover opportunities to improve and grow their business by increasing revenue, optimizing efficiency, and improving customer satisfaction.
“Most businesses want to find related analytics data all in one place. Calabrio Analytics is the only solution in the market that provides means for viewing call, screen and text activity in a unified fashion,” states Calabrio’s Director of Marketing Kristen Jacobsen. “Calabrio Analytics solutions are tightly integrated with the flagship Calabrio ONE workforce optimization suite. With a single sign on, supervisors, managers, evaluators and analysts can access a unified view of contact center performance metrics from QM, WFM, and Analytics for ease and clarity.”
“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Calabrio with a 2014 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Its Desktop Analytics solution has proven deserving of this elite status and I look forward to continued innovation from Calabrio in 2014 and beyond.”
The 16th Annual Product of the Year Award winners are published in the January/February 2014 issue of CUSTOMER magazine, http://customer.tmcnet.com/.
For more information about the CUSTOMER 2014 Product of the Year Awards or any of the TMC media properties, please visit www.tmcnet.com.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics, desktop analytics, and performance-based dashboards and reporting. 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. Calabrio ONE is built on 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 is a Technology Partner in the Avaya DevConnect program. Find news and information at www.calabrio.com.
Follow Calabrio on Twitter at: http://www.twitter.com/calabrio
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.
TMC’s CUSTOMER Magazine
TMC’s CUSTOMER magazine premiered in September 2012 and is the industry’s new, definitive source for news, product information, and strategies for communications that engage customers and potential customers. Each issue of CUSTOMER includes news and insights on the latest developments in agent training, analytics, ERP, IVR, social CRM solutions, mobile apps, workforce management and more. Please visit http://customer.tmcnet.com for more information.
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