| News You Can Use|
New Calabrio Application
Enables On-demand Recording Controls for All Types of Users
Minneapolis, Minn., Oct. 27, 2009 – Calabrio, Inc., a leading provider of customer interaction and contact center management software, announced today a new Recording Controls application for customers using Calabrio Compliance Recording and Quality Management or Cisco Quality Management software. New phone- and web-based controls provide on-demand audio recording control and annotation capabilities for anyone who communicates by phone, including knowledge workers and contact center agents. The recordings may be used for training examples, archival, transaction verification or legal protection.
“With this new software application, Calabrio customers can build on their success with our compliance recording and quality management software by expanding the capabilities for non-contact center users,” said Tom Goodmanson, Calabrio chief executive officer and president. “Applications such as these demonstrate our commitment to extending the flexibility and functionality of our core software, so our partners and customers can easily configure and support the most appropriate solution for the business needs.”
Calabrio’s Recording Controls software allows knowledge workers, contact center agents, and other personnel who handle critical phone-based transactions, to control call recording on demand. Through their Cisco IP Phone or browser-based controls, users can start, stop and pause a recording, as well as associate metadata with recorded calls, which makes search capabilities faster and more precise. Users can add up to 10 customized metadata fields to associate with a recorded call, such as customer names, transaction results and call classifications. Administrators can define or restrict the recording control options as appropriate for each user, ensuring the integrity of the recordings.
“There may be instances where a business wants to put the decision to record calls in the hands of the knowledge worker, such as a customer advocate, legal consul or technical expert,” said Tim Kraskey, Calabrio vice president of marketing and business development. “Our Recording Controls software lets any employee inside or outside of the contact center have more control over the types of calls they want to record in a variety of applications, including financial, human resources and customer support.”
Contact centers may also use Recording Controls software for contact center agents, allowing them to pause a recording to protect sensitive customer data for PCI compliance, or to record calls of interest for legal protection when 100 percent recording is not in place.
The new software application is designed to work with Calabrio Compliance Recording and Quality Management products, as well as Cisco Quality Management software, versions 2.6.x or higher.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio One™, a comprehensive suite of customer interaction and contact center management software that’s easy to implement, use and maintain. 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. The Calabrio One name represents a move toward a modern Web 2.0-based architecture that 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 distributes their software through channel partnerships and an OEM relationship with Cisco, and has installed software on more than 640,000 desktops. Calabrio is a member of the Cisco Developer Network (CDN), the Nortel Open developer program, and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.