Press Coverage
  • 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.

  • Calabrio Unveils Multi-Tenant Cloud Suite for Contact Centers


    For its customers, Calabrio is a central application of record when it comes to enterprises interacting with customers and potential customers. Read more from eWeek here.


  • Sales Scripts Are Dead: The Case for Abandoning Them at Your Contact Center


    Consumers interact with companies via phone every day, so it’s important that brands deliver the right experience every single time. Whether a customer is dialing in for support or is the recipient of a marketing call, contact center agents are on the other end of the line trying to resolve issues, promote new products, or offer upsell opportunities. Read more here.

  • Calabrio Releases Cloud-based ONE Workforce Optimization Suite

    Dedicated readers here at TMC (NewsAlert) should be familiar with the ins and outs of workforce optimization (WFO). The likes of on-premise and cloud-based personnel scheduling software that permeates this broad topic shows that there is much enterprise interest in WFO applications and a solid set of reasons for keeping such software alive and well. Read more from TMC Net here.

  • A Platform for the Modern Multichannel Contact Center


    Enterprises are moving their contact centers to the cloud and there has been a surge of providers emerging to handle the influx. Read more from Website Magazine here.

Customer Experience Update