Calabrio Positioned by Gartner Among Visionary Vendors
Calabrio (News - Alert), Inc., a provider of contact center workforce optimization and analytics software, has recently been positioned by Gartner, Inc. as a Visionary vendor in the 2012 Magic Quadrant for Contact Center Workforce Optimization.
The company has been recognized for its ONE software suite, 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 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.
"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…WFO adoption has escalated steadily during the past three years, with over 1,000 customer purchases of integrated solutions spanning call recording and WFM. However, this still only accounts for less than 10% of contact centers overall," wrote Jim Davies (News - Alert), 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…buying all components of a WFO suite as stand-alone purchases will result in a TCO that is at least 20 percent higher over five years than buying a WFO as an integrated suite solution."
"We believe this recognition acknowledges our vision and the significant progress we have made in making complex WFO activities simple to use and own," said Tom Goodmanson (News - Alert), president and CEO for Calabrio. "It is a great privilege to be positioned in Gartner's Visionary quadrant. Calabrio plans continued innovation to enable the contact center to disperse powerful intelligence and insights to demonstrate the high strategic value of customer service throughout the business."
The move will allow certain third-party apps to be purchased directly through Cisco. Calabrio’s participation in the Cisco SolutionsPlus program means customers can now order the enterprise recording solution through Cisco and receive product support and order fulfillment through Calabrio.
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Edited by Brooke Neuman