Press Coverage
  • New year, new resolutions: 4 brand strategies to boost customer satisfaction in 2017


    Successful brands are always evaluating plans to build customer loyalty, analyzing what is and is not resonating with customers, then driving those insights back into their business. This time of year, many brands are making New Year’s resolutions, starting with evaluating and solidifying 2017 customer strategies to reach revenue and profitability goals. Read more from Retail Customer Experience here.

  • Here’s What B2B Marketers Really Want for Christmas


    Ah, the joys of Christmas mornings. Waking up, seeing the  presents under the tree. It got us thinking. Do B2B marketers have Christmas wish lists? What do they fantasize finding under the metaphorical tree? Read more to learn what B2B marketers really want from Christmas from CMSWire.

  • Rocket Man


    The numbers are extraordinary and Calabrio has become an industry force to be reckoned with under Goodmanson’s Leadership. Read more from Paul Stockford in Contact Center Pipeline Magazine here.

  • K.K.R., With Deal for Cybersecurity Company, Extends Its Flurry of Activity


    In an ever-crowded field of investors pouring money into the technology industry, Kohlberg Kravis Roberts was among the first. And with a nearly $2 billion deal, the investment giant will extend its multibillion-dollar flurry of activity from the past year. Read more from the New York Times here.

  • Unlocking Customer Sentiment Through Speech Analytics


    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.

  • Calabrio: Digitally Transforming Contact Centers


    Calabrio offers customer engagement management and workforce optimization software that helps enterprises bring their call centers in line with their digital transformation initiatives. Read more.

  • Genesys Purchases Interactive Intelligence, KKR Buys Calabrio


    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.

  • 22 Simple Habits These Executives Point to for Their Success


  • Calabrio ONE Cloud Suite Gives Contact Centers New Recording Options


    Call recording in the contact center is a great idea, once all the legal hoops are sufficiently jumped through. Its value as a training tool, as a customer service aid, and even as a protective measure against lawsuits is well-known and often used. Thus, call recording tools have had plenty of refinement over the years, and one of the newest refinements is seen in Calabrio’s new Calabrio ONE, a multi-tenant system geared toward the contact center. Read more from TMC Net here.

Customer Experience Update