Workforce Optimization

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Calabrio Establishes Workforce Optimization User Group

28 Oct, 2011


Calabrio, Inc., a leading provider of contact center workforce optimization software, announced today the creation of a formal Calabrio User Group (CUG) targeting its workforce optimization software customers. The Calabrio User Group will meet for its first summit November 7 - 9, 2011, in Nashville, Tenn., at the Gaylord Opryland hotel.

Since 2007, Calabrio has steadily built a workforce optimization customer-base of over 3,000 customers and deployed its comprehensive integrated suite on more than a million desktops. The Calabrio User Group was formed to provide a strong customer community and collaboration forum among veteran and new clients.

"We are pleased to support a formal organization of our workforce optimization software customers," said Tom Goodmanson, president and CEO of Calabrio. "It is essential to our success and the success of our customers that we work together to evolve our solutions to offer fresh ideas that meet real needs and support our customers' ability to remain fast and flexible in this dynamic industry. The goal of the Calabrio User Group and other collaborative forums is to engage in robust exchanges with our customers to stay in touch with their goals and challenges, and understand how we can propel their businesses forward in an easy and flexible way."

The charter of the CUG community is to assist with defining the company's product roadmap, further enhancing the overall user experience. Along with an annual face-to-face meeting, members will benefit from a dedicated website featuring best practices and educational materials.

The Calabrio User Group is to be co-managed by Calabrio and a Customer Board of Directors with representatives from DeVry, Universal American, Insight, Polaris, AAA Western & Central New York, and others. Calabrio invites customers to join and assume leadership positions within the CUG, expanding the conversation between company and customer.

At the first summit in November, members will share best practices, receive exclusive training, view product demos, and interact with the Calabrio team. A highlight of the event will be keynote speaker Greg Levin, presenting on the topic of agent engagement and retention. Levin is widely known in the contact center industry as the former editor of ICMI's publication Service Level Newsletter and its follow-up journal Call Center Management Review. He has written hundreds of feature articles and case studies on contact center best practices, trends and challenges, and adds a healthy dose of levity and antics to the industry via his uproarious Off Center blog.

Customers can join the community at no cost at the CUG website: http://www.calabrio.com/community/usergroup/ 

About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE™, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. 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. Calabrio ONE is built on 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 is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com. 

Follow Calabrio on Twitter at: http://www.twitter.com/calabrio

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