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FedRAMP-Approved Calabrio GovSuite Modernizes Contact Centers for US Government

By Greg Tavarez March 18, 2024

Federal agencies and the nation's critical infrastructure sectors – including energy, transportation, communications and finance – are heavily reliant on information technology systems for daily operations and processing essential data. The security of these IT systems and data is paramount, as it safeguards both individual privacy and national security.

However, the landscape of cyber threats is constantly evolving. Malicious actors, including cybercriminals and state-backed groups, are exhibiting a growing willingness and sophistication in carrying out cyberattacks. In fact, according to a U.S. Government Accountability Office report, federal agencies reported over 30,000 information security incidents in fiscal year 2022.

This rise in cyber threats is coupled with a nationwide surge in cyberattacks of various forms. These attacks can disrupt critical services, steal sensitive data and cause significant economic damage.

To address these growing risks, federal agencies and critical infrastructure owners must prioritize robust cybersecurity measures. This includes investing in IT infrastructure upgrades, implementing strong cybersecurity protocols and fostering collaboration between public and private sectors to share threat intelligence and best practices.

FedRAMP, for example, helps secure IT systems by setting a standard for cloud-based security assessments, reducing duplication of effort, promoting transparency and requiring continuous monitoring. The goals of FedRAMP are to accelerate the adoption of secure cloud solutions through reuse of assessments and authorizations, increase confidence in the security of cloud solutions and achieve consistent security authorizations using a baseline set of agreed upon standards for cloud solutions. This strengthens the overall IT security posture for those using approved cloud services.

Calabrio, a provider of workforce performance software and a trusted ally to various brands, launched Calabrio GovSuite, a cloud contact center solution that is authorized at the FedRAMP Moderate level.

“For decades, our cloud solutions have enriched high-quality customer journeys and transformed how organizations manage contact center workforce performance,” said Raj Shankar, Vice President of Product Management, Calabrio. “As software regulations and security measures evolve, Calabrio continues to ensure the highest standards are met so our customers can pursue their digital transformation with confidence.”

Calabrio GovSuite helps enrich and understand human interactions, which better equips contact centers to quickly adapt to evolving citizen demands. Calabrio maximizes agent performance, exceeds customer expectations and boosts workforce efficiency using connected data, AI-fueled analytics and automated workforce management. Calabrio GovSuite unites workforce optimization, agent engagement and business intelligence solutions in the cloud to deliver exceptional citizen experiences.

U.S. federal agencies can leverage GovSuite, offering secure, scalable contact center software with features for simplified compliance with comprehensive interaction recording, modernized and optimized workforce management and quality management processes, advanced analytics to glean citizen insights and refine agent skills and reduced IT burden through an intuitive, cloud-based platform.

“Security for our customers has always been a top priority for Calabrio and this FedRAMP milestone is another third-party validation attesting to our commitment to security,” said Joel Martins, interim CEO and Chief Technology Officer, Calabrio.

Edited by Alex Passett
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CustomerZone360 Editor

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