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.
In the report, Forrester evaluated 39 criteria categorized by current offering, strategy and market presence. Calabrio’s top scores included interaction recording, performance management, customer satisfaction, corporate strategy and supporting products and services.
According to the report, “Calabrio offers customers both ‘Minnesota nice’ and a truly unified WFO suite. Unlike most other vendors in this Forrester Wave, Minneapolis, MN-based Calabrio built the components of its suite in-house with no acquisitions… The Calabrio One suite offers innovative analytics, including a tool that predicts customer satisfaction before an interaction occurs. In the same vein, Calabrio will soon add a tool that predicts agent turnover before the agent is hired. Unlike many competitors, Calabrio provides licenses for the entirety of a functional area: a customer that buys analytics receives speech, text, and desktop analytics.”4
Calabrio provides products and services to help companies better understand their customers and leverage insights to catalyze growth. The Calabrio ONE® software suite is a unified workforce optimization (WFO) solution—including call recording, quality management, workforce management and voice-of-the-customer analytics—that records, captures and analyzes customer engagement center interactions to improve the customer experience and drive top-line business growth. Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. The company is a member of the Cisco Solution Partner Program and the Avaya DevConnect Program, and recently announced a global strategic partnership with Five9.
“Companies choose Calabrio for a superior customer experience; they want a trusted partner and a proven product,” said Tom Goodmanson, president and CEO at Calabrio. “While this industry has been around a while, Calabrio has always done things a little differently. It has been our vision from day one to build the best solution while exceeding customer expectations for service and support. We believe this recognition from Forrester demonstrates that our continued investment in a customer-driven product roadmap, and our intense commitment to customer service is a winning combination in the customer engagement workforce optimization market.”
Being named a Leader in this report adds to recent momentum for Calabrio. Earlier this week, the company announced that it has entered into a definitive purchase agreement whereby KKR, a leading global investment firm, will acquire Calabrio.