Calabrio, the workforce performance company, announced the enhancement of its Call Recording capabilities for greater integration with Webex Calling —part of Cisco’s cloud-native, unified communications and collaboration solution.
As a Workforce Optimisation (WFO) solution for Webex Contact Centre, Calabrio continues to demonstrate its strong, long-standing technology partnership with Cisco. These enhancements and integration provide organisations with a comprehensive, all-in-one solution tailored for compliance recording needs.
Calabrio has extended its call recording and compliance management features, originally designed for contact centres, to Cisco’s Webex Calling solution. Businesses can uphold regulatory standards, safeguard customer information, and mitigate legal and financial risks associated with non-compliance regardless of the Cisco platform.
“To improve business performance and efficiency, modern organisations recognise the importance of recording and analysing calls for contact centre agents, back-office and sales teams. Calabrio enables organisations to access all Webex Calling and Contact Centre customer contacts in a single, easy-to-use unified application,” said Raj Shankar, Senior VP, Global Product Management, Calabrio. “Leveraging our long-standing partnership with Cisco and thousands of deployments, customers gain a single, intuitive interface for sharing contact data across their enterprise. Joint customers benefit from a widely deployed WFO solution for Webex Contact Centre and Webex Calling platforms.”
This comprehensive solution addresses all call recording and quality management requirements for both Webex Contact Centre and Webex Calling. It ensures quicker time-to-value by offering an all-in-one solution simplifying deployment, maintenance and training. A unified, clean user interface integrates AI-powered reporting, and flexible storage options fit customers’ compliance recording needs for contact centres and knowledge workers.
“Flexibility and compliance should be at the forefront of every organisation’s collaboration strategy. With over 15 million users around the world and growing, Webex Calling enables organisations with a modern, cloud-based platform built for a complete customer experience,” said Amey Parandekar, VP of Product, Webex Calling. “Using Webex Calling technology, Calabrio users can now access cloud-native call recording across the enterprise. With Webex Calling’s fully compliant enterprise-grade calling experience and Calabio’s extensive performance suite, businesses of all sizes are empowered to connect effortlessly and efficiently.”
Calabrio Call Recording is part of the Calabrio ONE suite enabling modern organisations to upgrade their call recording solution by adding analytics-powered Quality Management (QM) to optimise processes, identify training needs, and improve overall business outcomes.
The integrated solution will be commercially available on August 27, 2024.
About Calabrio
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
Visit https://www.calabrio.com