Calabrio Recognized as Sole Visionary in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Optimization

PRESS RELEASE: For the third year in a row, Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, today was proud to be positioned as the only “Visionary” in the 2014 Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization1.

Contact Centre CLUB

Released annually, this influential market study evaluates vendors based on their completeness of vision and ability to execute.

“We are so glad to be recognized as a Visionary Vendor by Gartner again this year,” said Tom Goodmanson, president and chief executive officer for Calabrio. “We believe it is a tribute to everyone associated with Calabrio – from our employees to our customers. We continue to believe that the Workforce Optimization sector holds some of the richest enterprise data, and there are always better ways to collect, analyze and consume that data. We will continue to work tirelessly to deliver this thought leadership to the industry and to our customers.”

Calabrio develops comprehensive Workforce Optimization (WFO) and Analytics solutions designed to accelerate business performance by unlocking the data and insights within the customer experience. Calabrio offers modern, flexible solutions, helping the contact center keep pace with the ever-changing dynamics of customer interactions and keep a competitive edge. More than 40 percent of Calabrio’s customer base has taken an integrated approach to WFO solutions in the past several years, a rate that continues to outpace the industry.

And, according to the report, “Analytics is now integral to most new WFO investments.”2

“The WFO market is still evolving,” notes report author and Gartner Research Director Jim Davies. “Some vendors have in-house-developed solutions built on an established core competence, while others have acquired or use an OEM for the necessary complementary technologies. This creates significant variations in product capabilities, which are reflected in the elevated weighting for the product/service criterion. In addition, the diversity and complexity of a WFO suite place increased strain on implementation and support resources, which often lack domain expertise across each functional area, as well as integration and best-practice workflow knowledge. Consequently, this aspect also has increased in importance. Execution requires more than having an ability to sell siloed functions such as WFM or QM — it’s also about the ability to market, sell and support a holistic WFO suite, with the entire organization aligned to do so.”

Gartner’s Customer Engagement Center Workforce Optimization Magic Quadrant analyses the evolution of customer experience management strategy and technology, and looks at how businesses can best evaluate and select solutions. In order to qualify for Gartner’s 2014 Customer Engagement Center Workforce Optimization Magic Quadrant, vendors are required to have:

• Financial viability — that is, sufficient cash to continue operating at the current burn rate for 12 months
• A solution that spans QM and WFM, ideally from a single vendor; however, multivendor integrated ecosystems are permitted
• A solution that provides one or more of the following functions: coaching/e-learning, PM, surveying and interaction analytics
• A degree of integration among these core functional elements, such as a single administration environment and prebuilt workflows
• At least $5 million in total revenue during the past four quarters
• Five references that have deployed WFM and QM in an integrated environment during the past 12 months