Calabrio Positioned as Visionary in Gartner’s Magic Quadrant for Workforce Optimization
Marks Calabrio’s second consecutive placement as the only vendor in the Visionary category
MINNEAPOLIS, Minn. – Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, has once again been positioned as the only Visionary vendor in the 2013 Magic Quadrant for Contact Center Workforce Optimization, which evaluates vendors based on their completeness of vision and ability to execute.
The Calabrio ONE® software suite offers integrated Workforce Optimization (WFO) and analytics elements that simplify deployment, adoption and use. The solution provides contact centers with solutions to improve operational efficiency and agent performance, as well as delivering valuable insights to help drive customer loyalty, grow revenue and improve the overall bottom line.
“The era of buying stand-alone, best-of-breed, agent-centric technologies for core WFO functions (such as call recording and agent scheduling) is gradually coming to an end,” wrote Jim Davies, research director for Gartner. “The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO to removing integration problems, and the incorporation of cross-functional workflow is driving adoption.”
Calabrio ONE offers a modern and flexible solution that helps contact centers keep pace with the changing dynamics of customer interaction and maintain a competitive edge. More than 40% of Calabrio customers implemented integrated WFO solutions in the past 24 months, outpacing the industry.
Calabrio offers the following value propositions to companies around the world:
- A unified suite of applications designed for rapid deployment, low total cost of ownership and high adoption
- A user interface that is intuitive and simple to navigate
- Role-based dashboards that provide clear access to WFO performance metrics from both desktop and mobile devices
- Integrated speech, desktop and text analytics, which turns data into knowledge, providing clear insight into trends and opportunities to improve customer service
- A commitment to innovation, continued investment into customer-driven R&D and excellent customer service
“To be effective in today’s dynamic customer service environments, contact centers need to work smarter while continuing to move ever faster,” said Tom Goodmanson, president and CEO for Calabrio. “Our vision is to help contact centers better leverage everything from their people to their customer data to become a strategic asset for the business, and we believe this recognition acknowledges the significant progress we have made in delivering a unique workforce optimization solution that delivers ease-of-use and effectiveness.”
Gartner’s Contact Center Workforce Optimization Magic Quadrant analyzes the evolution of customer experience management strategies and technology, and looks at how businesses can best evaluate and select solutions. In order to qualify for Gartner’s 2013 Contact Center Workforce Optimization Magic Quadrant, vendors must offer a solution that spans QM and WFM; provides coaching/e-learning, performance management and surveying and/or interaction analytics; and incorporates an interface that works across all core functional elements to simplify administration and management. Additionally, vendors must have five references of integrated QM and WFM and demonstrated financial viability during the past 12 months, and at least $5 million in total revenue during the last four quarters.
Download this year’s report here.
*Gartner, Inc., Magic Quadrant for Contact Center Workforce Optimization, Jim Davies, November 20, 2013.
About the Magic Quadrant:
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics, desktop analytics, text analytics, and performance-based dashboards and reporting. Calabrio ONE is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives. Calabrio is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.
Follow Calabrio on Twitter at: http://www.twitter.com/calabrio
Calabrio, Calabrio One and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.