Ventana Research Honors Calabrio Customer with 2015 Leadership Award for Contact Center and Call Center

Alexander Wareham of AAA Western and Central New York recognized for innovation, technology and leadership

Minneapolis – December 3, 2015 – Calabrio, a leading provider of customer engagement and analytics software, today announced that Ventana Research has honored Calabrio customer Alexander Wareham, manager of planning, analytics and quality at AAA Western and Central New York (AAA WCNY), in the “Contact Center and Call Center” category of the 2015 Leadership Awards. The Leadership Awards are the largest business and technology leadership awards program in the industry, recognizing noteworthy individuals and organizations that have advanced business leadership by effectively utilizing their people, processes, information and technology to achieve the best outcomes.

Wareham was selected as a winner because of his ability to meet and exceed the expectations of AAA WCNY members through innovative use of customer engagement and analytics technology. His use of Calabrio ONE® not only strengthened agent performance and increased customer satisfaction but it helped AAA WCNY improve sales and grow revenue. With Calabrio, the company has created a unique and successful performance rating and reward system that keeps agents focused on improvement. As a result, AAA WCNY has boosted agent satisfaction, and performance levels are exceeding goals. Customers have noticed the difference too, as AAA has seen sales improve and customer satisfaction levels held high.

“We are proud to see Alex and AAA Western and Central New York be recognized for their leadership in customer engagement,” said Calabrio CEO Tom Goodmanson. “It is an honor to work alongside Alex and the AAA team to help the company truly understand its customers and as a result provide better customer service, meet company goals and ultimately drive revenue—that’s what success looks like for us.”

“Maintaining a top-of-the-line contact center is imperative to what we do,” said Wareham. “It’s rewarding to work with a company like Calabrio that has become an essential tool for our member strategy team in helping us meet the growing needs of our customers one hundred percent of the time.”

“The Leadership Awards are the most prestigious annual industry awards provided today that acknowledge and honor individuals and organizations for their accomplishments using technology to deliver the best value in achieving specific goals and objectives,” said Mark Smith, CEO and chief research officer of Ventana Research. “Congratulations to Alexander Wareham and AAA Western and Central New York for the leadership advancing contact centers and with use of Calabrio by applying best practices and technology that can not only advance, but also strengthen operational results with contact with the customer but the overall experience.”

The 2015 Leadership Awards identify business and IT leaders who are using technologies and applying best practices to provide the best possible outcomes in productivity, performance and support of an organization’s goals and objectives. The awards thus recognize pioneering leaders and organizations that embrace technology to drive change and increased value for organizations across the world.

The full 2015 Leadership Award results can be found here.

About Calabrio

Calabrio elevates the customer experience and drives strategic business growth through workforce optimization (WFO) and voice of the customer (VoC) analytics solutions. The integrated Calabrio ONE® software suite—including call recording, quality management, workforce management and analytics solutions—empowers customers to connect their corporate strategy to their customer engagement strategy by liberating the data that provides true insight into the voice of the customer.

Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. The company is also a member of the Cisco Solution Partner Program and the Avaya DevConnect program.

Find news and information at www.calabrio.com. Follow @calabrio on Twitter.

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.

About Ventana Research

Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research- based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.

Ventana Research provides the most comprehensive analyst and research coverage in the industry; business and IT professionals worldwide are members of our community and benefit from Ventana Research’s insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including Twitter, Facebook and LinkedIn. To learn how Ventana Research advances the maturity of organizations’ use of information and technology through benchmark research, education and advisory services, visit www.ventanaresearch.com.

Customer Experience Update