Calabrio Unveils Integrated Web 2.0 Speech Analytics

Calabrio, a leading contact center workforce optimization software provider, has announced the release of its first Web 2.0-based speech analytics application that is fully integrated into its workforce optimization framework. The software, dubbed Calabrio Speech Analytics, is completely integrated into the company’s Calabrio One software suite and turns call recordings in meaningful, searchable data that is reviewed, categorized, and analyzed automatically.

“Calabrio’s goal is to drive Speech Analytics into organizations in a powerful yet flexible way and bring structure to the most unstructured data, which is voice,” said Tom Goodmanson, president and CEO of Calabrio. “This is in keeping with Calabrio’s commitment to deliver a workforce optimization suite that scales up and down the enterprise like no other product in the market.”

Updates to the Calabrio ONE suite include new versions of Calabrio Call Recording, Calabrio Quality Management, and Calabrio Workforce Management and additional new features such as:

• The ability to alter details within one analytics widget to change all related widgets in the dashboard

• A real-time recording monitoring app that monitors recording states for symptoms of an outage

• Localization applications for English, French, Spanish, and Portuguese

Free analytics trials and additional information about all Calabrio products can be found at Calabrio.com.