Calabrio, a provider of customer engagement and analytics software, unveiled the new Calabrio ONE enterprise workforce optimization and engagement suite featuring intuitive reporting and business intelligence tools.
"Calabrio ONE not only delivers on the needs of the enterprise, it offers unparalleled ease-of-use for contact centers worldwide," said Tom Goodmanson, president and CEO of Calabrio, in a statement. "The new platform provides enterprises with the visualization and reporting they need to easily gain insights from customer and employee interaction data to drive results across the business...Our new platform helps contact centers engage their agents and, in turn, build better customer experiences."
With this release, the company introduces Calabrio Advanced Reporting. This end-to-end reporting solution integrates customer interaction data from inside and outside of the contact center,including critical data streams from the automatic call distributor and the workforce optimization, CRM, human resources, and enterprise resource planning systems, and unifies it into visualizations and dashboards that can be shared across the enterprise. The new reporting capabilities are also embedded within the Calabrio ONE suite, delivering WFO-specific business intelligence across quality management, workforce management, and analytics.
Additional features to the platform provide enterprise-grade capabilities for managing contact centers, including new agent mobility tools, expanded language support. and pre-built adapters that enable integration with Amazon.com, Avaya, Cisco, Google Analytics, Salesforce.com, and other enterprise systems.