Calabrio has long been a Cisco partner, but now its new Calabrio One workforce optimization software will soon work with Avaya equipment. According to its latest press release, field trials of its Call Recording and Quality Management software on Avaya are to begin this summer:
Minneapolis, Minn., – April 19, 2010 – Calabrio, Inc., a leading provider of contact center management and customer interaction software, today announced it will make its new Calabrio One™ workforce optimization suite available to Avaya customers this year.
Calabrio, a gold member of the Avaya DevConnect program, is developing integration that will provide call recording for Avaya IP telephony networks and contact centers through Avaya Communications Server. This move will allow Avaya customers to take advantage of new applications in the Calabrio One suite, including Calabrio Call Recording, Calabrio Quality Management, Calabrio Speech Analytics, and associated performance management dashboards and reports. Calabrio Workforce Management is available today for Avaya contact centers and deployed at customer locations.
Calabrio plans to leverage existing channel partners that provide solutions for both Cisco and Avaya contact centers, allowing partners to offer a consistent product suite for customers with Cisco or Avaya environments, as well as customers with hybrid Cisco and Avaya environments. Calabrio has also begun discussions with a select group of Avaya resellers about new partnerships.
“Frustration with the complexity of workforce optimization software is a theme we hear repeatedly among customers and partners, and a primary reason they choose to partner with Calabrio,” said Tom Goodmanson, President and CEO of Calabrio. “Calabrio has set a path to redefine the standard of workforce optimization that centers on the user – making the software more functional, powerful and flexible for those who use it and support it. Extending those advantages to the Avaya customer base is a logical step for us.”
Calabrio One is designed as a Web 2.0-based software suite of applications that share a look-and-feel, leverage common underlying data, minimize cross-application administration, and are easy to implement, use and manage. Views are personalized by role, providing the ability to match the work style of different types of users, including agents, supervisors and executives. Employees log into their workspace to access the tools they need to provide excellent customer service, manage effectively and keep the contact center in line with business goals.
Calabrio plans to begin field trials of Calabrio Call Recording and Calabrio Quality Management software on Avaya this summer and begin shipping the software by the end of the year.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio One™, a comprehensive suite of customer interaction and contact center management software that’s easy to implement, use and maintain. Calabrio One is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio One provides a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives. Calabrio distributes their software through channel partnerships and an OEM relationship with Cisco, and has installed software on more than 715,000 desktops. Calabrio is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.
Calabrio, Calabrio One and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.