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Calabrio Advances Recording Applications to Provide Quality of Management Solutions for Contact Centers


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March 27, 2012

Calabrio Advances Recording Applications to Provide Quality of Management Solutions for Contact Centers

By Rich Steeves, TMCnet Copy Editor

There’s good news for any business looking to increase its quality of management in a call or contact center. Calabrio enterprise recording applications for Cisco (News - Alert) MediaSense will now be offered via the Cisco SolutionsPlus Program.

This certainly is good news for companies wishing to purchase applications from Calabrio (News - Alert), a provider of enterprise recording and workforce optimization software, from third parties.

The Calabrio applications can drive quality of management in a contact center by increasing ease-of-use and reliability of archiving, retrieving, evaluating and analyzing contacts. John Hernandez, vice president and general manager of the Collaboration Business Application Unit at Cisco, highlighted his satisfaction with the new deal in a press release.

“Customers today want technology solutions that are easy to own, use, and support to deliver solid business benefits,” Hernandez said, “We are excited that Calabrio software will be available to our customers through the SolutionsPlus program because it allows us to offer Cisco MediaSense customers with advanced recording applications to fill that critical need.”

Cisco MediaSense works with the Calabrio applications to streamline processes including compliance reviews, quality management, legal discovery and training. The applications involved in this deal include Calabrio Quality Management, which allows for evaluation of voice transactions, and Calabrio Advanced Quality Management, which is said to provide quick and easy access to all recordings for compliance or verification purposes.

In other recent industry news, quality of management provider Genesys (News - Alert) recently announced G-Force Seattle, an event designed to bring together companies to share in Genesys’ vision to improve the bottom line for their business partners. The event, which will be held starting April 17, features free sessions and LATAM area for companies that wish to target that geographical region.

Edited by Tammy Wolf

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