RESEARCH & RESOURCES

Calabrio Enhances Analytics, Forecast Accuracy in Workforce Management Solution

Helps contact center personnel forecast for the unexpected, proactively analyze and adjust for daily realities.

Note: TDWI’s editors carefully choose vendor-issued press releases about new or upgraded products and services. We have edited and/or condensed this release to highlight key features but make no claims as to the accuracy of the vendor's statements.

Calabrio, Inc., a provider of contact center workforce optimization and analytics software, today announced new capabilities in its Calabrio ONE Workforce Management (WFM) software that further enhance the solution’s ease-of-use, flexibility, and value.

Calabrio’s WFM software empowers contact center personnel to more easily and accurately forecast for the unexpected, proactively analyze and adjust for daily realities, and make smarter decisions to manage critical business resources to optimize service levels.

Traditionally, WFM intraday management has been considered one of the most complicated activities in contact center management due to the vast amount of data, complex resource considerations, and the impact of change. As such, tools for intraday activities have been isolated for use by trained specialists, a practice that can easily cause an unintentional bottleneck of information that impedes quick decisions.

Calabrio’s approach relieves the stress put on the WFM specialists by providing a platform that is simpler to use and understand. Supervisors are able to utilize the critical WFM applications to handle intraday workload information, allowing WFM specialists to concentrate on long-term, high-value analysis.

Matt Matsui, vice president of product and marketing for Calabrio, explains that “The new Calabrio WFM software simplifies daily adjustment and makes forecasting more flexible so service level targets can be attained more reliably.”

Calabrio’s new WFM capabilities further condense steps and procedures into a limited number of screens for agility and ease-of-use. Enhancements focus on advanced schedule management, planning, and creation processes.

Calabrio ONE is built in a user-centric Web 2.0 framework, and includes advanced quality management, workforce management, speech analytics, and performance dashboards. Calabrio ONE is currently available through Calabrio and its partner network. Additional information about all Calabrio products can be found at www.calabrio.com.

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