Jan 26

2011 – Not Business as Usual

For contact centers, “business as usual” is an approach that’s a poor recipe for success in customer service. Part of the problem is that software that can supposedly help contact centers better understand their customers and manage their operations is more trouble than it’s worth for organizations to implement and support. Contact centers have long been plagued with workforce optimization software that is complicated to implement, difficult to use and impossible to customize.

At Calabrio, we’ve heard the concerns from an industry that’s starved for more powerful applications that don’t feel like a science project when using them. In 2011, we made significant strides to overcome this problem by releasing a contact center software suite that is powerful yet simple Calabrio ONE takes the intuitive, easy-to-use characteristics of our favorite personal “apps” to deliver a better user experience for contact center workers by personalizing their views, simplifying how they access data, and streamlining their interaction with each other and the customer.  Industry reaction to Calabrio ONE and our own business momentum this past year truly validate that we’re on the right track.

Let me share some specifics. When we introduced the redesigned Calabrio ONE to the
marketplace in 2011, the response from our partners, customers, media and analysts was overwhelming.  We consistently heard that our hard work resulted in a software product that was a refreshing change in an industry desperate for innovation.

The positive response translated into tangible sales, industry awards and solid media coverage.  We added more than 80 new customers, exceeded the million mark in total seats deployed, and continued to attract customers from our biggest competitors at an
ever increasing rate. All of these results illustrate that the industry, and most importantly, our customers, recognize how Calabrio ONE can improve their business.

It was an honor for us to be recognized so prestigiously with awards such as the Tekne Award in the Software/Small and Growing Company category. We also received the top score in customer satisfaction and were named one of the top four vendors in workforce optimization in the 2011 CRM Services Awards by CRM Magazine. The Minneapolis/St. Paul Business Journal also named Calabrio as one of the fastest growing companies in Minnesota for a second consecutive year.

Further product validation and recognition came from some of our industry’s most prominent media outlets. We landed on the cover of July’s Customer Inter@action Solutions, and InformationWeek stopped by our Enterprise Connect 2011 booth to talk to our own Kristen Jacobsen in a video interview, just to name a few.

Even though we’re confident we’re delivering a simple solution for contact centers, we must continue to engage with our customers to stay up to date on their future challenges. With that in mind, we topped off the year with our inaugural Calabrio User Group event in Nashville, Tenn. It was a productive and engaging three day event for us as we were able to talk with our customers on how we can continue improving the user experience with Calabrio ONE.

For 2012, we’re further developing our user interface to better tackle the challenges facing the contact center industry. We’re already off to a great start too with the release of Calabrio ONE version 8.8, which improves the contact center supervisor experience with more capabilities and tools in a simple-to-use dashboard.

I want to sincerely thank everyone who has supported us throughout the years. We have a lot cooking for 2012 so remember to sign-up for our newsletter, subscribe to this blog, send me your feedback and follow us on Twitter to keep up with Calabrio’s latest news and insights.



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