Calabrio (News - Alert), Inc., a provider of call center optimization software, has revealed that Calabrio Call Recording and Calabrio Quality Management products can now be seamlessly integrated with Cisco’s (News - Alert) MediaSense version 8.5.3, an open-standards recording platform that provides multimedia recording options for the enterprise. Through this integration, the call center workforce optimization suite of products will make it much easier to store, retrieve and analyze customer calls.
According to a press release, Cisco MediaSense boasts the functionality to simply record calls, while Calabrio’s Web 2.0 interface allows for playback, assessment and analytics to take place. Paired with Calabrio’a call center workforce applications, Cisco MediaSense customers will be able to complete business processes crucial to the future success of the call center much more efficiently such as compliance review, quality management, legal discovery, training, and analytics, the release added.
“We are excited to enhance the Cisco MediaSense value proposition of a simple, reliable and affordable media capture solution with Calabrio’s ability to deliver an easier and more powerful user experience for recording-related applications,” said Tom Goodmanson (News - Alert), president and CEO of Calabrio in a statement. “The powerful combination of Cisco MediaSense with Calabrio’s software provides a tremendous opportunity for our mutual customers to experience unmatched peace of mind and business value.”
The Calabrio Call Recording and Calabrio Quality Management applications are important elements that make up the Calabrio ONE portfolio. Claiming to be the first call center workforce management solution that utilizes the social web to deliver innovative workforce optimization tools, the solution set includes the ability to quickly find a saved call no matter the time, in addition to providing a way to rapidly develop quality evaluation forms that highlight where improvements need to be made.
Calabrio Call Recording and Calabrio Quality Management versions 8.7 are now available to Cisco customers through Calabrio’s network that is comprised of over 35 Cisco-certified partners.
Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.
Edited by Carrie Schmelkin