Calabrio Debuts Desktop Analytics Solution

Contact center solutions provider Calabrio has added Calabrio Desktop Analytics, a software feature, to its Calabrio ONE Workforce Optimization Suite. The analytics solution is integrated with the company’s Calabrio ONE workforce optimization suite, and can also be used separately.

The desktop analytics offering is delivered on the same platform as Calabrio’s speech analytics, which the company sees as complementary products. Both solutions use the same search and indexing solutions. A text analytics module is scheduled for release in September.

“The marketplace for us revolves around what the agent says and [our] understanding [of] [what they do,” says Matt Matsui, vice president of product and marketing at Calabrio. “We look at this desktop analytics and speech analytics as dual products because whether this is an audio file or activity file, we want to be able to index it and search it the same way, so when users want to find something, they can find it regardless of the medium.”

Calabrio Desktop Analytics captures screen strokes and windows activity, allowing companies to know exactly what’s happening at the agent’s desktop, what they’re seeing, what windows are open, what’s being typed, and the context of the conversation, all which is happening simultaneously, Matsui says.

“The analytics piece provides quick integrated visibility to the agent[s] in the context of the conversations that they’re having,” Matsui says. “You might see eighty percent of the time an agent is looking something up or researching something in Salesforce,” says Matsui. “But then there’s twenty percent of the time when [he’s] checking [his] email or updating [his] status on Facebook. You can identify bad behavior right away and systematically without having to check agents one by one.”   

For the speech analytics module, Calabrio uses a phonetic engine that identifies and categorizes phrases of interest. For example, a company can identify at-risk customers who may defect from a company, and treat those customers differently than others. The customers might be called back sooner than they normally would be and offered incentives, such as discounts, to reduce cancellation rates.

Matsui also says that with many business cases, it’s less about the contact center action and more about the business action to drive the right outcome. For example, a company might discover why products are being returned, and analytics can provide clues to the customer’s reasoning.

“We look at speech and desktop analytics as a way of taking contact center assets and making them business assets,” he says. “The analysis and insights that are uncovered can be applied outside the contact center and can also be of interest to sales and marketing [departments], making it an enterprise asset.”