Innovation, Scale and Service Drive Calabrio’s Continued Momentum
Calabrio continues aggressive growth trajectory, increases software sales by more than 36 percent, launches nearly 30 product enhancements and completes several large-scale deployments in 2014
(MINNEAPOLIS – March 26, 2015) Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, today celebrated consistent, strategic growth since Q1-2014. The company has experienced a 36 percent increase in year-over-year sales of its flagship Calabrio ONE® software suite. Calabrio’s widespread momentum since 2014 also encompasses nearly 30 new product updates or enhancements focused on advancing and elevating the customer experience.
The company was honored with industry recognition and a number of high-profile accolades since early 2014, most notably being named the sole “Visionary” in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Optimization* for the third consecutive year. Calabrio also continued its growth in large-scale enterprises, with more than 100 new partnerships with such companies as 1-800 Contacts, Boeing, Halliburton, JCPenney, Nissan, REI, Subaru, Thomson Reuters and Tiffany & Co.
“Calabrio’s vision, innovation and human approach to software and service is helping today’s leading businesses deliver superior customer experiences,” said Tom Goodmanson, president and chief executive officer for Calabrio. “The market is adopting a ‘company as a contact center model’ in order to increase their customer engagement. We’re doing just that for our more than 4,000 customers—accelerating their businesses through sophisticated Workforce Optimization and Analytics.”
Continued Growth with Focus on People, Software
Calabrio’s expansion as a software provider is exemplified by a 36 percent year-over-year growth in overall revenues, more than a 225 percent increase over the past four years. The company also continued building channel partnerships, announcing 25 new reseller partnerships throughout 2014 with compelling value propositions in customer-centric development, deployment and service.
- Calabrio grew its employee base by nearly 30 percent, adding more than 50 employees throughout 2014.
- Calabrio continued its global reach, too, with a new office and regional director in Singapore.
- Calabrio hosted its largest-ever user group conference in 2014, driving product innovation and advancements through user-and-expert-led workshops and seminars.
Advancing Product Innovation Drives Adoption
Calabrio’s momentum was focused on Calabrio ONE, an integrated software suite that includes call recording, quality management, workforce management and analytics solutions. Calabrio ONE elevates the contact center as a strategic enterprise resource, capable of releasing the insight behind the voice of the customer. Nearly 30 product enhancements released in 2014 introduced the latest elements of advanced contact center technology, such as gamification and dynamic scheduling modules for agents, and sophisticated quality management and integrated analytics tools for improved measurement, performance and training.
“We continue to see a positive uptick in adoption of our analytics as well, benefiting our customers in tangible ways by providing deep insight into agent performance and customer feedback,” added Goodmanson. “Calabrio’s product innovation continues to outpace the competition.”
- New Calabrio ONE Suite Release Provides Significant Enhancements for Agent Engagement (Nov.14, 2014)
- Calabrio Renews Calabrio Freedom Program, Empowers Contact Centers to Make the Switch (May 22, 2014)
Growing Partnership in the Avaya Community
Calabrio is a Technology Partner within the Avaya DevConnect program and has been part of the Avaya program since 2008. The company continued to expand its presence and influence in the Avaya community, enhancing its capabilities to reach even more Avaya customers. Key headlines include:
- Calabrio broadens Avaya Integration to include Avaya IP Office™ (PBX) and Avaya Contact Center Select platform for midsize businesses (Feb. 10, 2015)
- Calabrio Accelerates In Avaya Marketplace, Announces Joint Partnership With AdvanTel Networks (Sept. 3, 2014)
- Calabrio ONE Now Available through Avaya DevConnect Select Product Program (Aug. 6, 2014)
- Calabrio Expands ACD Integrations with Avaya Aura Contact Center (May 28, 2014)
Industry Recognition Solidifies Company’s Growing Influence
For the third consecutive year, Calabrio was the only vendor positioned as a “Visionary” in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Optimization, which evaluates vendors based on their completeness of vision and ability to execute. Other renowned and top honors for Calabrio include:
- Calabrio named a “Hot Vendor” by Ventana Research (Jan. 8, 2015)
- Calabrio Receives 2015 CUSTOMER Magazine Product of the Year Award (Jan. 6, 2015)
- Calabrio Receives Growing Software Company Award at the 2014 Tekne Awards (Nov. 14, 2014)
- Calabrio Named a 2014 Top Workplace by the Star Tribune (June 16, 2014)
A complete list of product announcements, industry accolades and other company news is available in Calabrio’s Media Center.
About Calabrio, Inc.
Calabrio delivers workforce optimization (WFO) and analytics solutions that elevate the customer experience and drive strategic business growth. The company’s integrated Calabrio ONE® software suite—including call recording, quality management, workforce management and analytics solutions—empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer. With more than 4,000 clients worldwide, Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named a “Visionary” three times in a row by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2012-2014)*. Calabrio is a Technology Partner within the Avaya DevConnect program and has been part of the Avaya program since 2008, and also is a member of the Cisco Developer Network (CDN).
Find news and information at www.calabrio.com
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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.
*Gartner, Inc. “Magic Quadrant for Customer Engagement Center Workforce Optimization” by Jim Davies, November 12, 2014. 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.