Ventana Research Analyst Perspectives

Services for Organizations

Using our research, best practices and expertise, we help you understand how to optimize your business processes using applications, information and technology. We provide advisory, education, and assessment services to rapidly identify and prioritize areas for improvement and perform vendor selection

Consulting & Strategy Sessions

Ventana On Demand

Services for Investment Firms

We provide guidance using our market research and expertise to significantly improve your marketing, sales and product efforts. We offer a portfolio of advisory, research, thought leadership and digital education services to help optimize market strategy, planning and execution.

Consulting & Strategy Sessions

Ventana On Demand

Services for Technology Vendors

Analyst Relations

Demand Generation

Product Marketing

Market Coverage

Request a Briefing

Calabrio Provides Integrated Workforce Optimization

Posted by Ventana Research on 08 August 2012

Calabrio offers a suite of workforce optimization (WFO) products used in call centers that includes call recording, quality recording, workforce management and performance management, and it also offers a purpose-built speech analytics product. From a briefing and demonstration, I confirmed that the core WFO products support the capabilities that our research shows companies expect of these products. Ventana Research defines agent performance management (APM) as WFO plus capture of all forms of...

Read More

Topics: Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Calabrio, Analytics, Cloud Computing, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, Workforce Force Optimization