Tag Archives: Calabrio

Selligent Marketing Cloud and Calabrio Partner to Connect Contact Centre and Marketing Insights

Selligent Marketing Cloud, the B2C marketing automation company, and Calabrio, a leading provider of customer engagement and analytics software announced an alliance to bridge customer care technology and digital marketing capabilities to enhance the customer journey. The market-first collaboration will enable brands to marry data gleaned from customer care engagements with digital marketing communications to create a full view of the customer and deliver consistent customer experiences. Continue reading Selligent Marketing Cloud and Calabrio Partner to Connect Contact Centre and Marketing Insights

New Calabrio Survey Finds UK Companies Struggle to Truly Support Digital Self Service

Companies are facing increased customer demand for digital self-service options, such as chat and text message, but many are quick to add new channels of communication without first addressing internal barriers. A new study announced today, “The Danger of Digital: Why digital self-service without true omnichannel strategies risks the entire customer experience,” found that in the rush to deploy additional customer communication channels, many organisations skip the much-needed operational planning required for those channels to provide the best possible service to customer. Continue reading New Calabrio Survey Finds UK Companies Struggle to Truly Support Digital Self Service

Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience

While customer experience continues to be the top priority for businesses, a new report announced, “The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. A full 60 percent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged. Continue reading Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience

Calabrio Hires Vice President of Strategic Platforms to Drive Continued Growth

Calabrio, a leading provider of customer engagement and analytics software, has hired Cisco marketing veteran Ross Daniels to serve as Vice President of Strategic Platforms. Daniels will be responsible for expanding strategic platform partnerships, as well as leading Calabrio’s technology integration as part of the company’s aggressive organic and inorganic growth plans. Continue reading Calabrio Hires Vice President of Strategic Platforms to Drive Continued Growth

Calabrio Launches Managed Services for Analytics and Workforce Management

Calabrio, a leading provider of customer engagement and analytics software announced the launch of new managed service offerings for Analytics and Workforce Management (WFM) that enable customers to accelerate the value of Calabrio ONE—all while minimizing the challenges faced when implementing and managing new technology. Continue reading Calabrio Launches Managed Services for Analytics and Workforce Management

Calabrio Launches Platform for the Modern Multichannel Contact Centre

PRESS RELEASE: Calabrio announced its Calabrio ONE multitenant cloud platform, providing omnichannel contact centers with the freedom to deploy workforce optimization (WFO) software in the cloud, on-premises or as a hybrid approach without sacrificing functionality or ease-of-use. Contact centers today are experiencing their own digital transformation and are deploying multichannel support and service options for customers, including web, chat, email, voice calls, social media and mobile interactions. Continue reading Calabrio Launches Platform for the Modern Multichannel Contact Centre

Calabrio Named a Leader in Workforce Optimization Suites by Independent Research Firm

PRESS RELEASE: Calabrio announced it was named a Leader by Forrester Research, Inc. in “The Forrester Wave™: Workforce Optimization Suites, Q3 2016” report. Calabrio’s customer-friendly model is recommended for companies looking for a close partnership with their workforce optimization (WFO) provider. Continue reading Calabrio Named a Leader in Workforce Optimization Suites by Independent Research Firm

KKR to Acquire Calabrio, a Global Leader in Customer Engagement and Analytics Software

PRESS RELEASE: Calabrio, a leading provider of customer engagement and analytics software, and KKR, a leading global investment firm, announced today that they have entered into a definitive purchase agreement whereby KKR will acquire Calabrio. Financial terms of the transaction were not disclosed. Continue reading KKR to Acquire Calabrio, a Global Leader in Customer Engagement and Analytics Software