Calabrio Software, a leading provider of workforce optimization and unified contact center desktop software, today announced that Esurance has deployed Calabrio Quality Management software to integrate with its Cisco Unified Contact Center Enterprise customer interaction network. The award-winning software provides a highly scalable voice and screen recording and evaluation application that supports agents and supervisors at any virtual (VoIP-based) location.
Esurance is a direct-to-consumer auto insurance company and one of the fastest growing auto insurance companies in the United States. Calabrio Quality Management will replace the company’s current two-year-old quality management system, and Spanlink Communications will lead the implementation, as well as support and expand on Esurance’s existing Cisco Unified Contact Center Enterprise System.
Calabrio Quality Management helps companies improve their customer interaction business processes to ultimately enhance the bottom line. Esurance’s current deployment of the software includes two locations and 700 agents, with near-term plans to expand by an additional 500 claims agents.
“Rapidly scaling the business, while maintaining a world class customer experience, is critical as Esurance continues to grow,” said Marj Hutchings, Director of Internet Operations, Esurance. “Calabrio Quality Management helps us accomplish this by practically and cost-effectively recording customer interactions, regardless of where our agents are located. At the same time, we’re providing our evaluators with the rich quality management features we need to continually improve our quality levels and processes as we grow.”
Calabrio Quality Management is built from the ground up to scale in a virtual, Cisco-based environment. The software is designed to integrate as a suite with the Cisco Unified Contact Center platform, Cisco Agent Desktop and Cisco Supervisor Desktop products, and Calabrio Workforce Management software.
“Quality initiatives for businesses can become even more critical as teams virtualize. Multiple locations can complicate the quality management architecture, support effort and business processes if businesses aren’t using the right system,” said Jim Cairns, vice president of marketing and business development for Spanlink Communications. “We’ve found the Calabrio Quality Management software to be a robust and reliable fit for our Cisco customers that are virtualized to any degree, and particularly those on a high-growth path.”
About Calabrio Software
Calabrio Software develops and markets customer interaction software, workforce optimization software and business intelligence software. By integrating workforce optimization within the team’s daily workflow, Calabrio helps customers align their contact center business processes with their business objectives. Find news and information at www.calabrio.com.
Esurance, a subsidiary of White Mountains Insurance Group, Ltd. (NYSE:WTM), provides personal auto insurance direct to consumers online and through select online agents. Esurance is dedicated to constantly improving the way people shop for, buy, and manage their auto insurance. By combining the best of technology with industry know-how, Esurance is able to offer hassle-free coverage with 24/7 customer service and claims handling at competitive prices. Through Esurance’s award-winning Web site, www.esurance.com, customers can get instant quotes, view comparison quotes, buy an Esurance policy, and print their proof of insurance card– all in minutes.