Marketers have it easy – right? Data from various sources, including social media, are providing streams of new information rich with insight from customers about what they like – and don’t like – about a company’s products, advertisements, positioning, etc. With so much information pouring in from all angles, it can be overwhelming for CMOs. And, […]

Calabrio integrates Desktop analytics With the advent of Calabrio’s Web 2.0-based Calabrio ONE workforce optimization platform a couple of years ago, the company has earned a reputation for offering contact centre solutions for the masses. Not only are Calabrio’s solutions easy to use, their graphical user interfaces and familiar drop-down menus mean that no specialised […]

In the communications industry, the word “scale” is typically associated with the addition of more equipment—a notion that is also tied to more cost and complexity. At Calabrio, however, we feel that scalability should be less about growing bigger, and instead growing better. We strive to make activities in the contact centre simpler, yet more […]

As 2012 comes to a close, many of us are thinking about what might lie ahead in 2013. What’s my prediction? In 2013, the market will feel the impact of simplified analytics solutions as customers begin to master analytic processes and measure results. Contact centres will become an increasingly valuable resource as the hub of […]

Call recording has significantly evolved since first introduced to the contact centre industry. Solutions have advanced to be essential and active initiatives inside of businesses seeking to strengthen customer satisfaction, adhere to regulations, reduce customer call disputes and effectively monitor compliance. As the applications have become more mission critical, however, the complexity of key underlying […]

Big Data is top-of-mind for many of us in the information technology sector because it presents a big challenge and a greater opportunity. IDC estimates that each year the digital universe creates and replicates 1.8 zettabytes of information—that’s 1.8 trillion gigabytes. In order to extract the value that lies within this data, businesses must adopt […]

The impact of mobility on the consumer population has been tremendous. The capability to provide information to large populations instantaneously is a revolutionary development in society. Consumers are now able to communicate in real time by choice (using voice, video, chat/IM, social media, etc.). However, I don’t think we have seen this revolution in the […]