[View All]
August 21, 2007 - Calabrio Software Receives "Positive" Rating in Leading Analyst Firm's 2007 Contact Center Workforce Management MarketScope Report
Minneapolis, MN., August 21, 2007-- Calabrio Software, a leading provider of workforce optimization and unified contact center desktop software, today announced that it has received a “positive” rating in Gartner’s “MarketScope for Contact Center Workforce Management, 2007,” a report published July 16, 2007 by Jim Daviesi.
The Gartner report provides an overview of the contact center workforce management marketplace. As defined by Gartner, Contact Center Workforce Management (WFM) is “an integrated set of modules that automate the ability to plan, forecast, schedule, monitor, and refine agent requirements across multiple sites, skills, tasks and channels to align with both customer service level objectives and agent satisfaction/retention goals.”
Specifically, Calabrio Workforce Management software is a scalable scheduling and adherence application that supports contact center agents and supervisors across virtual locations. The software offers features such as forecasting, performance-based scheduling, adherence, key performance metrics and additional reporting capabilities into agent and supervisors desktop views. Calabrio sells its Workforce Management software through channel partners, as well as through an OEM relationship with Cisco as an integrated application for Cisco Unified Contact Center Express.
Paul Lidsky, general manager of Calabrio Software, stated, “We are delighted to be evaluated in the report with a “Positive” rating, which, in my opinion, confirms not only Calabrio’s position in the market, but also our commitment to developing the best workforce optimization solutions for next generation contact centers.”
About Calabrio Software
Calabrio Software develops and markets customer interaction software, workforce optimization software and business management software. By integrating workforce optimization within the team’s daily workflow, Calabrio helps customers align their contact center business processes with their business objectives. Calabrio is the software products division of Spanlink Communications. Find news and information at www.calabrio.com.
According to the Gartner MarketScope report, a “positive” rating means the vendor “demonstrates strength in specific areas, but is largely opportunistic” and that customers should “continue incremental investments,” and potential customers should “put this vendor on a shortlist of tactical alternatives.”
MarketScope Disclaimer
The MarketScope is copyrighted 2007 by Gartner, Inc. and is reused with permission. The MarketScope is an evaluation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the MarketScope, and does not advise technology users to select only those vendors with the highest rating. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
i Gartner Research “MarketScope for Contact Center Workforce Management, 2007,” by Jim Davies. July 16, 2007
Cisco, the Cisco logo and Cisco Systems are registered trademarks of Cisco Systems Inc. in the United States and certain other countries.
###
For Immediate ReleaseCompany Contact:
Vicki Kallhoff
Weber Shandwick
952-346-6351
vkallhoff@webershandwick.com