Contact Center Solutions Featured Article

Calabrio Positioned by Gartner Among Visionary Vendors

November 15, 2012

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."

In related news, Calabrio announced that its advanced recording application for Cisco (News - Alert) MediaSense is now available via the Cisco SolutionsPlus program, according to a statement.

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.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Celebrates 20th Anniversary

For most of the members of the Contact Center Solutions Community, it might be hard to remember a time when our community host Interactive Intelligence was not a significant player in the industry. However, as someone who has been around a bit longer, it seems like only yesterday that I started becoming intrigued with the activities of this company, which chose as its headquarters the unlikely location of Indianapolis, IN. [ Read More ]
12/19/2014

Spoken Communications to Power Avaya Hybrid Cloud Solution for Contact Centers

Avaya adds hybrid option for contact center transformation powered by Spoken Communications. [ Read More ]
12/19/2014

WebRTC Support on SIP PBX Highlights use for Omnichannel Interactions

2015 is going to highlight how and why WebRTC, SIP and Contact Centers are perfect together. [ Read More ]
12/19/2014

HHS Teams with Monster, Peer.org and Higi to Assist in Affordable Care Act Open Enrollment

The Health and Human Services Department (HHS)is using popular websites to spread word on open enrollment period. [ Read More ]
12/19/2014
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!