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

Calabrio and Interactions Join Forces to Strengthen Analytics for Improved Customer Engagement

PRESS RELEASE: Calabrio, a customer engagement software company that provides analytic insights to catalyze growth, and Interactions, a leader in speech and natural language technology for customer care announced a partnership that will improve the way organizations interact with their customers, enable better decision-making and increase customer engagement. Continue reading Calabrio and Interactions Join Forces to Strengthen Analytics for Improved Customer Engagement

Ventana Research Honors Calabrio Customer with 2015 Leadership Award for Contact Center and Call Center

PRESS RELEASE: Calabrio announced that Ventana Research has honored Calabrio customer Alexander Wareham, manager of planning, analytics and quality at AAA Western and Central New York (AAA WCNY), in the “Contact Center and Call Center” category of the 2015 Leadership Awards. The Leadership Awards are the largest business and technology leadership awards program in the industry, recognizing noteworthy individuals and organizations that have advanced business leadership by effectively utilizing their people, processes, information and technology to achieve the best outcomes. Continue reading Ventana Research Honors Calabrio Customer with 2015 Leadership Award for Contact Center and Call Center

Calabrio Receives 2015 CUSTOMER Magazine TMC Labs Innovation, Contact Center Technology and Solutions Product of the Year Awards

PRESS RELEASE:Calabrio announced that TMC, a global, integrated media company, has honored the company with three 2015 TMC Awards presented by TMC’s CUSTOMER Magazine. Continue reading Calabrio Receives 2015 CUSTOMER Magazine TMC Labs Innovation, Contact Center Technology and Solutions Product of the Year Awards

Calabrio and PCS Software Announce Preferred Distributor Partner Agreement for Brazilian Contact Center Market

PRESS RELEASE: Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software announced a new preferred distributor partnership with PCS Software in Brazil. PCS specializes in the development of high-tech solutions for contact centers and is a leading provider in the rapidly growing Brazilian market. Continue reading Calabrio and PCS Software Announce Preferred Distributor Partner Agreement for Brazilian Contact Center Market

Calabrio broadens Avaya Integration to include Avaya IP Office™ (PBX) and Avaya Contact Center Select platform for midsize businesses

PRESS RELEASE: Calabrio, a leading provider of contact centre workforce optimization (WFO) and analytics software, has further expanded into the Avaya marketplace by directly integrating its software with the Avaya IP Office™ (PBX) platform and Avaya Aura Contact Center Select (ACD). Continue reading Calabrio broadens Avaya Integration to include Avaya IP Office™ (PBX) and Avaya Contact Center Select platform for midsize businesses