Performance Management Software for Call Centers | Calabrio

By: Calabrio  09-12-2011
Keywords: quality management, Workforce Management, Workforce Optimization

Choose the tools that best fit your needs.

Customizable dashboards provide insight to contact center performance levels. Seamlessly integrate elements from multiple sources into the Calabrio ONE dashboard to provide insight into key metrics and overall performance.

What makes our approach to Peformance Management unique?

Calabrio ONE products provide multiple levels of performance management to meet each customer’s unique business needs.
  • Real-time alerts
  • Quality Management Reports (quality scores, comparisons and trends)
  • Workforce Management Reports (adherence, conformance and dozens of KPIs)
  • Integrated Workforce Optimization Dashboards (agent and team scorecards)
  • Integration with customer surveys and other analytics tools

To further extend these capabilities, we’ve partnered with the following leading vendors to offer our customers the best fits for their needs.

Aceyus RealDash and CDR Vault

Aceyus enables customers to have instant access to both real-time and historical data metrics in a single, easy-to-use interface. They provide a wide range of consulting services that allow customers to utilize the full functionality and wealth of information available in today’s contact center environment.

Exony VIM Performance

Exony VIM Performance puts key decision support, action and evaluation capabilities into the hands of the people who can make a difference. The integrated platform delivers advanced reporting and analytics to business users.

Cisco Unified Intelligence Suite

With Cisco Unified Intelligence Suite, customers can report on the details of every contact across all channels from a single interface. The suite, built in a Web 2.0 framework, allows customers to extend the boundaries of traditional contact center reporting to an information portal where data can be easily integrated and shared throughout the organization.

Keywords: quality management, Workforce Management, Workforce Optimization

Other products and services from Calabrio


Calabrio Product Suite

Credit that agility to a fresh softwaredesign, expert training, flexible upgrade and expansion options, and applications that are truly integrated with each other and your contactcenter infrastructure. Calabrio’s Web-based, software-only solution is the right choice for the IT staff who insists on nothing short of the best in terms of flexibility,reliability and control.


Call Recording Software for Call Centers

Calabrio Call Recording makes the task of recording, archiving and retrieving all calls more manageable in IP-based networks. The highly responsive Calabrio support team receives consistently high marks for customer satisfaction. Synchronization with the ACD automates the basic task of adding, moving and deleting users. Minimize server software fees; utilize existing database resources and storage.


Workforce Management Software - Support & Training

You and your customers get the advantage of expert services right from the manufacturer to ensure your critical project is delivered on time, at a predictable cost, and is the most effective solution to meet each customer’s needs. Calabrio finds that the best implementations occur when the end user focuses on the software as a business solution to ensure success.


Speech Analytics, Call Recording Export Software

By providing a phased approach for customers that are interested in easing into the very real benefits of speech analytics, Calabrio works at your pace. Reports help zero in on business trends by showing the ratio of calls analyzed to those that resulted in one or more hits for key words or phrases. Pinpoint calls you might want to analyze first, and then index calls from Calabrio Quality Management based on data associated with a recording.


Workforce Management Software for Call Centers | Calabrio

Calabrio Workforce Management makes it easy for contact center managers to forecast accurately, develop schedules for multiple sites, track key performance indicators and manage real-time adherence. Agents can quickly access their schedule and performance; supervisors can view their team service levels; workforce managers and schedulers can plan and adjust with ease.