The Global Association for Contact Center Best Practices & Networking

Minneapolis, Minn., - October 3, 2008 - Calabrio, Inc., a provider of workforce optimization and unified desktop software for IP-based contact centers, today announced a new Calabrio Compliance Recording and Quality Management solution. Enhancements include a stand-alone bundle for compliance recording, PCI (Payment Card Industry) compliance, and more deployment options to accommodate thin client and mobile agent environments in addition to the endpoint recording technology that has been the cornerstone of Calabrio’s recording and quality management solutions.

"Ease-of-use and reliability have been key advantages expressed by our Calabrio Quality Management customers," said Paul Lidsky, CEO and president of Calabrio, Inc. "Customers with thin client environments and compliance-only requirements have asked us to provide them with a solution based on those underlying advantages. This new software addresses these requirements and provides customers with more flexibility for deploying features to meet their specific recording needs regardless of their choice of infrastructure."

This new release provides contact centers with the ability to purchase 100% voice-only recording as a stand-alone for a cost-effective solution for compliance and dispute resolution. Organizations can choose to record all calls for everyone, or for specific teams of agents and knowledge workers configured in the system. Advanced query options, provided through APIs, let users find recordings quickly among thousands of logged interactions. The ability to export recordings enables delivery to third party eLearning and training systems. The software meets guidelines for regulatory compliance (HIPPA, SOX, financial, PCI, etc.).

Customers have the flexibility to utilize any open storage system for compliance recordings by identifying the network storage device (SAN or NAS) on which they would like to store the media files.

"As contact center boundaries collapse, more people need tools in more places, yet feature and architecture needs can vary greatly within a single network," said Paul Stockford, chief analyst for Saddletree Research, Inc. "Calabrio has greatly expanded the flexibility of their recording software in their new release, which furthers their key strengths in providing value and reliability for today’s contact centers."

Calabrio Compliance Recording and Quality Management 2.6 is available now through authorized Calabrio partners. Through an OEM relationship with Cisco, Calabrio also provides a version for Cisco Unified Contact Center Express customers with 300 seats and under.

About Calabrio Software:
Calabrio Software develops and markets customer interaction software, workforce optimization software and business management software. By integrating workforce optimization within the team’s daily workflow, Calabrio helps customers align their contact center business processes with their business objectives.