Calabrio Triples Recording Efficiency to Attack TCO for Compliance and Speech Analytics Solutions
Jan. 17, 2013 - Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, announced major enhancements to its call recording platform to reduce the cost and complexity of recording-based applications, including compliance recording, quality management and analytics. By tripling the platform's efficiency along with other enhancements, the Calabrio solution allows customers to acquire and support far less infrastructure, manage growth and increase reliability, all for a lower Total Cost of Ownership (TCO).
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Calabrio's new platform is a simple and cost-effective call recording solution for contact center and enterprise customers, particularly those that value speed, scale, flexibility and/or reliability in their solutions.
"Finding a sustainable solution to achieve scalability and reliability has long been a challenge for call recording customers, and yet the bar hasn't really moved," said Brian Humenansky, vice president of development for Calabrio. "What other vendors have approached by adding servers and complicated network configurations, Calabrio has attacked through a smarter software and design architecture. Calabrio's goal is to set the clear standard in the industry by making scalability, reliability and supportability in transaction recording simple and affordable."
Customers will realize greater performance with the new platform, which translates to infrastructure cost-reduction, TCO benefits and peace-of-mind. Some advantages include:
- 3x increase in throughput efficiency for concurrent recordings
- Signaling enhancements that support reliability in the event of a server failover
- Improvements in core service redundancy and load balancing to support fault tolerance
- Metadata enhancements to provide rich call and customer-related context for calls captured at the Gateway
A key advantage of Calabrio call recording has been the ability for customers to choose the capture method or mix of methods to best suit the customer's business and technical requirements—whether it's a single center, a multi-site center or home agents. One option, Gateway recording, provides a reliable option for capturing every call in even the most complex multi-gateway environments across the enterprise. Enhancements in this release support robust recording of the full customer experience on every call to the enterprise regardless of capture method, including the ability to associate contact-rich metadata with every call, record and associate multiple legs of a call and the ability to associate IVR interactions with each call.
Enhancements to Calabrio transaction recording will be incorporated into recording-related applications of the company's Calabrio ONE suite of applications. The latest release is generally available through Calabrio and its partner network. Additional information about all Calabrio products can be found at www.calabrio.com.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE®, the first Web 2.0-based comprehensive suite of workforce optimization software for the contact center, that's easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. 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's modern architecture 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 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.
Category: Speech Analytics