On April 4, 2017, Calabrio, of Minneapolis, MN, acquired Vancouver, Canada-based Symmetrics, a provider of business intelligence (BI) solutions that bring together contact center data and enterprise data.

Published in Research Briefs
Monday, 02 January 2017 13:01

A Predilection For Predictive Predictions

“Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the power of predictive analytics and that changes.”

Thursday, 01 December 2016 13:26

Rocket Man

“The numbers are extraordinary and Calabrio has become an industry force to be reckoned with under Goodmanson’s leadership.”

On June 22, 2016, Calabrio, of Minneapolis, MN, announced a strategic partnership with cloud contact center provider Five9 of San Ramon, CA. The terms of the partnership provide for Five9 to OEM Calabrio’s workforce optimization (WFO) software and for Calabrio to sell the entire end-to-end Five9 Cloud Contact Center suite as part of its contact center solutions suite.

Published in Research Briefs

So I wasn’t going to write about Avaya for fear of sounding unnecessarily negative, but the glaring differences between the Avaya of old the Avaya of today are crying out for commentary and I just can’t resist.  Avaya is the epitome of the old school contact center vendor.

Yesterday we saw record revenues and profits announced by ShoreTel, within hours of Avaya’s announcement of revenues that went up less than three percent over the prior quarter and were down eight percent year over year.  Avaya’s announcement credited revenues to increased demand in the U.S. and the U.S. federal government.  If anyone’s spending freely anymore, it’s the U.S. government.  These are good days to be GSA approved.

The failure of Nortel marked the beginning of what I believe is a period of major upheaval in the U.S. and, for that matter, global contact center industry.  Where Avaya was once the absolute industry leader, seemingly unbeatable with their massive market muscle and product innovation, it is now more like the fading industry star.  Rather than leading the market with product ideas it is chasing the market and the innovations of smaller, more nimble specialty companies like VPI, Nexidia, Calabrio, OpenSpan and many others.

The recent announcement of Calabrio’s desktop analytics solution for their Calabrio ONE workforce optimization (WFO) suite brought the focus of my attention back to analytics and the fact that demand for analytics solutions remains high in 2013 despite being under the radar of most of the industry media.  To underscore that point, contact center analytics solutions appear in four out of the top five contact center solutions that will be evaluated for purchase in 2013 according to the end-user study that Saddletree Research conducted in conjunction with the National Association of Call Centers (NACC) at The University of Southern Mississippi. Among other things, this annual survey asks end-user respondents to identify which technology solutions that they will look at to purchase in the coming year.  For the second year in a row text analytics has made the top five.

 

Desktop analytics provides what is essentially a time-and-motion study of what occurs on a contact center agent’s desktop.  By analyzing activities on the agent workstation, desktop analytics reveals the differences in skills, training, adherence to rules and motivational variances among agents.  Previously identified only through random quality management recording reviews, desktop analytics ensures managers that every movement on the agent’s desktop is recorded and analyzed.

 

While desktop analytics may sound like another version of big brother watching over the agents’ shoulders, it also offers capabilities that most agents will find beneficial.  For example, desktop analytics reveals system performance issues that are usually undetectable unless reported by an individual agent.  Examples of these performance issues include error messages on the agent desktop that disrupt service flow, problems moving between applications that delay call completion, and slow page rendering that slows the rate of service delivery.

 

Calabrio Desktop Analytics brings the benefits of desktop analytics to contact centers of all sizes.  Residing on the same Web 2.0-based hosting platform as Calabrio’s price-competitive speech analytics solution, desktop analytics can be administered and used without specialized training or dedicated personnel resources.  Familiar graphics present results on analytics dashboards that provide drill-down capabilities that take users to the actual recording of the transaction.

 

Calabrio (www.calabrio.com) has built a reputation on being able to offer cost-effectively contact center solutions to contact centers of all sizes and Calabrio Desktop Analytics is no exception.  This is truly desktop analytics for the masses.