Contact Center Solutions Featured Article

CRM Firm Activeo Signs Deal to Resell Calabrio Products

January 03, 2008

Calabrio, a vendor of software for IP-based contact centers, has announced that it has signed an agreement with Activeo (News - Alert) to resell Calabrio's workforce optimization products. Activeo is a French CRM and contact center vendor in EMEA.

Activeo will offer Calabrio Workforce Management and Calabrio (News - Alert) Quality Management products as part of its Cisco Unified Contact Center Enterprise offering. The French firm advises contact center users and providers on IP Contact Centers and CRM products. Activeo will also offer full support services for the Calabrio products. These include installation, design, troubleshooting and professional services.

In 2006 Spanlink Communications, a VoIP vendor and Cisco Systems partner, acquired Calabrio, then an 11-year-old workforce management products provider based in Canada. Financial terms of the acquisition were not disclosed.

The deal had the effect of deepening the Spanlink InteractiveEdge SOA software suite, which includes Spanlink Quality Management for recording, evaluation, and training, by adding Calabrio Workforce Management, which helps contact center managers develop and track adherence to schedules for multisite centers and monitor performance.

Spanlink sells workforce scheduling, adherence, key performance metrics, and additional reporting functionality to agent and supervisor desktop views.

In October Spanlink announced it intended to spin off the Calabrio Software division. Calabrio now operates as a separate, independent company working with software for IP-based contact centers. The new company started out with approximately 500,000 installed desktops and said it would maintain the OEM relationship with Cisco.

Spanlink founder Brett Shockley (News - Alert) continued as chief executive officer and president of Spanlink Communications. Paul Lidsky, Spanlink’s chief operating officer, assumed the role of chief executive officer and president for Calabrio, Inc.

At the time Shockley said forming the two entities “has allowed each to respond more effectively to the needs of customers, channels and partners. We see this spin off as the next logical step.”

----------

David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.

Mark your calendars! Internet Telephony (News - Alert) Conference & EXPO — the first major IP communications event of the year — is just days away. It’s not too late to
register for the event, which takes place in Miami Beach, FL, January 23–25, 2008. The EXPO will feature three valuable days of exhibits, conferences and networking that you won’t want to miss. So what are you waiting for? Sign up now!

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Today’s featured White Paper (News - Alert) is titled
VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!