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Calabrio Workforce Optimization Suite Enhances collab9 Cloud-based Communications Solution
30 Apr, 2013
Calabrio ONE simplifies contact center activities and provides powerful customer analytics toolset for national IT solutions provider and its customersMINNEAPOLIS, MN & LOS ANGELES, CA – April 29, 2013 – Calabrio, Inc., a leading provider of workforce optimization and analytics software, today announced that collab9, a Cisco-powered cloud communications service provider, has selected Calabrio ONE® Workforce Optimization (WFO) Suite for its cloud-based communications and collaboration solution. Calabrio ONE seamlessly integrates with collab9’s Cisco-based architecture, and Calabrio’s intuitive, user-centric software provides collab9 with valuable capabilities for making contact center activities simpler and more productive. collab9’s customer service capabilities are an element of its (ECS) Enterprise Communications Services) offering – an enterprise-class, cloud-based communications solution that integrates hosted voice, video, web conferencing, messaging, mobility and customer care applications into one platform. Based on Calabrio’s Web 2.0 framework, the flexible Calabrio ONE suite provides collab9 with call recording, quality management, workforce management, speech analytics and intelligent performance dashboards. collab9 has leveraged these capabilities to offer agent-based routing, inbound/outbound call-handling, web and e-mail interaction management, as well as easy installation, setup and administration. Because of Calabrio’s strong background and tight integration with Cisco deployments, the Calabrio ONE suite keeps with the integrity of collab9’s end-to-end Cisco platform. Plus, Calabrio ONE offers the speed, scalability, agility and redundancy required to support the crucial cloud functions collab9 delivers to its customers. “When looking for a technology partner, collab9 needed a vendor with deep customer service market experience whose solution mapped well with our existing products,” said Mustafa Baig, manager of collab9. “Not only did Calabrio come recommended by our primary technology partner, but the company offers the most comprehensive customer service suite, featuring high usability and efficiency. The solution’s advanced call recording and speech analytic capabilities allow our customers to increase quality assurance – a critical factor in customer service – and help us to differentiate ourselves from other solutions Cisco HCS (Hosted Collaboration Solution) providers.” “At Calabrio, we take the complexity out of contact center activities, and enable customers, like collab9, to personalize and enhance their workforce optimization efforts,” said Matt Matsui, vice president of product marketing for Calabrio. “Calabrio ONE provides a flexible and intelligent platform that automates processes and data analysis, providing collab9 a strong foundation for their hosted communications solution. Customers will manage their business activities more effectively, and more easily achieve customer service excellence.” Calabrio ONE is currently available through Calabrio and its partner network. More at www.calabrio.com.