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 customer interaction, agent training and coaching and agent compensation management, as well as all forms of contact center-related analytics such as text, voice and desktop. The recent Ventana Research APM Value Index shows that this market is highly competitive, as all the top five vendors scored within one percentage point of each other.
Topics: Customer Experience, Customer Feedback Management, Social CRM, Speech Analytics, Voice of the Customer, Calabrio, Analytics, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Workforce Force Optimization