Calabrio has announced improved call recording capabilities that will enable integration with Cisco’s Webex Calling solution.
Described by Calabrio as an all-in-one compliance recording solution, the tool promises to provide enterprises with “reliable and scalable” cloud-based call recording.
The new integration builds on the existing partnership between Calabrio and Cisco, with the former already deployed as a Workforce Optimization (WFO) solution provider for Webex Contact Center.
The companies believe that the integration will enhance users’ abilities to record and analyze calls for contact center agents, back-office staff, and sales teams – leading to improved business performance and efficiency.
In discussing the new, Raj Shankar – Senior VP of Global Product Management at Calabrio – highlighted the benefits that joint customers will now enjoy:
“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 Center and Webex Calling platforms.
Let’s take a look at some of the other features of Calabrio’s enhanced tool.
Calabrio’s All-In-One Promise
Commercially available on August 27, 2024, the solution’s all-in-one nature will deliver quicker time-to-value and simplify deployment, maintenance, and training.
As mentioned by Shankar, the platform also features a single interface, which incorporates AI-driven reporting and offers flexible storage solutions to meet contact center compliance recording requirements.
In addition, the companies also claim that the solution will fulfil “all” quality management needs for Webex Contact Center and Webex Calling customers.
These compliance capabilities were discussed by Amey Parandekar, VP of Product at Webex Calling, who commented:
“Flexibility and compliance should be at the forefront of every organization’s collaboration strategy. With over 15 million users around the world and growing, Webex Calling enables organizations with a modern, cloud-based platform built for a complete customer experience.
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 Calabrio’s extensive performance suite, businesses of all sizes are empowered to connect effortlessly and efficiently.”
More Webex and Calabrio News
Webex has announced new AI-driven features to meet increasing customer expectations.
Revealed at Cisco Live US in June, these enhancements focus on improving user experience for both customers and employees. Key updates include:
- AI Assistant enhancements: The new suite of capabilities include features for managing meeting recordings and customizing a dictionary of terms. These updates will enter Beta testing in July.
- “Be Right Back” feature: Set to launch in June, this tool leverages video intelligence to automatically mute and turn off the camera when a user leaves a meeting. It also provides a summary of missed content.
- “Catch Me Up” feature: Described by Aruna Ravichandran, SVP & Chief Marketing and Customer Officer at Webex by Cisco, as one of her “favorite capabilities,” the solution efficiently provides a summary of missed meeting content and highlights any action items.
Elsewhere, Calabrio has seen a c-suite change and a new AI release.
Announced in April, former CEO Kevin Jones departed from the company, with Joel Martins, the Chief Technology Officer, currently serving as interim CEO while a search for a permanent replacement is underway.
Despite this leadership transition, Calabrio remains active, recently introducing new AI-driven bot analytics tools.
These tools are designed to enhance Quality Management (QM) by delivering improved performance data and insights to contact centers, aiming to optimize user experience.
Additionally, the solution organizes transcript conversations by topic, streamlining issue resolution and simplifying the review process.
