Calabrio ONE architecture modernizes contact centers via unified workforce optimization suite and consistent user experience across cloud and on-premises environments MINNEAPOLIS – October 10, 2016 — Calabrio, a leading provider of customer engagement and analytics software, today announced its Calabrio ONE multitenant cloud platform, providing omnichannel contact centers with the freedom to deploy workforce optimization […]
Calabrio Customer Connect 2016 to focus on catalyzing growth through customer-centric strategies MINNEAPOLIS – September 13, 2016 — Calabrio, a leading provider of customer engagement and analytics software, will bring together contact center and customer engagement professionals for the sixth annual Calabrio Customer Connect in Minneapolis, October 9-12, 2016. The event caps off a year […]
Calabrio earns top scores possible in interaction recording, performance management and customer satisfaction MINNEAPOLIS – September 1, 2016 – Calabrio, a leading provider of customer engagement and analytics software, today 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 […]
Brands have conversations with customers every single day, but many are missing out on critical information that is hidden within these conversations. Every single word in a conversation with a customer holds meaning, but some words mean more than others and those are the words that companies must analyze to better understand sentiment and predict customer behavior. Speech analytics can help brands do both, but to uncover a customer’s true sentiment, a company must understand contextual versus functional words. Read more from Data Informed.
Last month in this space I talked about how it had been a busy few months for acquisitions in the customer experience arena. Since then we’ve seen even more M&A. Read more from TMC Net here.
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