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June 30, 2009
Calabrio Integrates Solutions for Management, Analytics
By Vivek Naik, TMCnet Contributor
Calabrio reportedly announced that it is providing integration between the software components of the Calabrio (News - Alert) One suite and third-party products that were designed for contact center and enterprise performance management reporting and analytics.
The company says that its latest solution allows clients to integrate select statistics from Calabrio Workforce Management and Calabrio Compliance Recording and Quality Management software within the performance management and analytics reports of reporting partners, which include Aceyus, Cisco, and Exony.
“Performance management is a business transforming practice embraced by strategic minded contact centers that measure success not merely on service level, but rather how each interaction contributes to customer satisfaction, revenue and profitability of the business,” said Tim Kraskey, Vice President of Marketing and Business Development for Calabrio. “Performance management data is derived not from one source but many and is often part of a broader business analytics initiative.”
Officials at Calabrio say that its integration package value-adds adherence and conformance data, and quality scores to existing contact center and enterprise data sources such as workforce management, quality management, Automatic Call Distributor (ACD), Customer Relationship Management (CRM) systems, and critical customer experience feed-back.
The solution helps clients to construct real time reports, Key Performance Indicators (KPIs), legacy business structure, and assess current and upcoming trends to suitably adapt their business models to keep ahead of completion, claim officials.
As an example, Calabrio projects a possible real time scenario where a customer might wish to define a KPI of revenue per call . To compute this figure, the contact center will require data such as number of calls handled from the ACD, customer and order information from the CRM system, and sales effectiveness of the call in terms of quality and proportioned revenue generated, and this is exactly where and how Calabrio’s solutions can step in to provide the requisite calculated metric from collated data.
“Our view is that there are many available software packages that do an excellent job of consolidating and analyzing data,” said Kraskey. “The magic comes from how the solution partner or integrator works with the customer defined business objectives to build the dashboards, reports and processes that provide a clear view of performance and a path to success. The value we provide is to make it as easy as possible for our partners to leverage data within our software to achieve strategic business insight for their customers.”
The company says that its workforce optimization application data can now be integrated into Cisco (News - Alert) Unified Intelligence Suite as part of a solution that includes a Cisco Unified Intelligence Suite connector and the Archiver data repository, and the connectors and reports for Calabrio integration are available through Cisco Advanced Services.
The company just expanded their training services to provide formal training programs for customer end users, and to help agents, supervisors and administrators to be skillful and successful using both Calabrio and Cisco contact center software.
Calabrio claims that that Aceyus (News - Alert) platform covers a wide spectrum of market segments , is extensible and helps customers to instantly leverage real-time and historical data metrics in one user friendly GUI.
“Aceyus’ special expertise is in enabling users to create, modify and share customized real-time screens displaying call center statistics,” said Kraskey. “They offer a complete yet very simple and straightforward web-based user interface. We feel they are an excellent choice for customers who have the need to integrate multiple data sources into one reporting portal.”
The company says that the Exony (News - Alert) VIM Performance delivers advanced reporting and analytics to business users for agents, which may include either in-sourced, remote or outsourced, or a combination of all three, and self-service resources such as IVR, email and web, systems and processes.
“We believe Exony is an excellent fit for customers seeking a tailored, enterprise-wide analytics and contact center performance management solution,” said Kraskey. “Their product is designed from the ground up to combine low total cost of ownership with fast implementation and business adoption and, as such, strongly complements Calabrio’s approach to delivering rapid and compelling business value.”
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Vivek Naik is a contributing editor for TMCnet. To read more of Vivek's articles, please visit his columnist page.
Edited by Michael Dinan
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