Calabrio Retools Workforce Optimization Suite



Calabrio has enhanced its Calabrio ONE Workforce Optimization Suite to broaden integrations and provide more capabilities to simplify customer interaction analysis for multi-channel contact centers.

A significant list of enhancements includes text analytics, streamlined multi-channel capabilities, more standard third-party system integrations, advanced mobility features and workforce management forecasting and scheduling design, all focused on enabling contact centers to accomplish more with less effort.

The latest version of the Calabrio ONE Workforce Optimization Suite includes the following key enhancements:

  • Text analytics enriches existing speech and desktop capabilities in Calabrio Analytics to include voice of the customer analysis for email interactions. The expanded offer provides a unified analytics platform that enables organizations to better understand and capitalize on all the important elements that drive customer experiences.
  • Tighter integration between Calabrio ONE applications, including a new multi-channel media player, and broader integration to third party applications, including Human Resource Management Systems (HRMS) and Customer Relationship Management (CRM) systems, saves organizations time and money by enabling users to find and utilize information more readily.
  • New mobile iCal and Outlook integrations enhance the usability of Calabrio ONE by allowing agents and supervisors to stay connected with important scheduling information when and where they need it.
  • A new administrative approach for WFM forecasting and scheduling features an intuitive, social media-like design, enhanced visualization and a step-by-step workflow to eliminate complexity and reduce the number of steps required  to complete high-frequency tasks.