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Calabrio Launches Reporting and Analytics Performance Management Model
Jul 03, 2009 (Close-Up Media via COMTEX) --
Calabrio, Inc., a provider of unified desktop software for IP-based contact centers, announced that they are providing integration between the software components of the Calabrio One suite and third-party products that were designed for contact center and enterprise performance management reporting and analytics.
The company said that customers will be able to incorporate relevant metrics from Calabrio Workforce Management and Calabrio Compliance Recording and Quality Management software within the performance management and analytics reports of reporting partners, including 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, VP 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."
Combined with other data sources, enterprises can leverage performance management and business analytics tools to build real time reports and KPIs (key performance indicators) on contact center and business metrics, establish historical modeling and evaluate trends in performance, build balanced scorecards for agents and teams, and track performance and training requirements. For example, a customer can define a KPI of revenue per call. To calculate that, the contact center will require data such as number of calls handled from the ACD and customer and order information from the CRM system.
The Cisco Unified Intelligence Suite is a performance management platform built on a Web 2.0 framework. The connectors and reports for Calabrio integration are available through Cisco Advanced Services.
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