CDW Berbee, a full-service integrator of unified communications and contact center products, and a leading Cisco partner, is now a reseller of Calabrio Software's workforce optimization products.
The deal means enterprises and other organizations with contact centers now have another channel through which to obtain Calabrio’s industry leading WFO solutions. Calabrio’s WFO solution suite includes workforce management, performance management, call recording/monitoring, analytics and survey applications. Whether used separately or in any combination, or as a full (tightly integrated) suite, these powerful applications enable organizations to improve agent performance and find operational efficiencies, which in turn leads to higher customer (and agent) satisfaction, which in turn leads to increased sales and higher profits. Furthermore, the analytics software enables organizations to gain valuable insights into agent performance and, perhaps more importantly, customer behavior – insights which can be translated into important strategic business decisions.
This is a great deal for Calabrio because CDW Berbee is a well-known integrator of Cisco’s contact center and unified communications solutions, which have seen, and continue to see, widespread adoption throughout the contact center industry. Thus it gives additional market reach and exposure for Calabrio’s high quality WFO solutions. In fact, CDW Berbee will now offer Calabrio Workforce Management and Calabrio Quality Management products as part of the Cisco Unified Contact Center Enterprise solution.
“We find the ease of integration with the Cisco contact center platform and desktop to be a key advantage of the Calabrio suite,” said Kevin DeMers, Unified Communications solution manager of CDW Berbee, in a press release. “With Calabrio, we can deliver a reliable solution that helps our customers to continuously improve the performance of their contact centers in order to support the goals of their business.”
Ralph Flamini, vice president of Worldwide Channels for Calabrio, said his company is “thrilled” to have CDW Berbee as a reseller.
“They have built a very strong reputation in the industry for delivering innovative and technically sound unified communications and contact center solutions,” he said. “Given their in-depth knowledge and experience with contact center applications and proficiency with the Cisco platform, they are well tooled to deliver successful Calabrio solutions to their customers.”
Calabrio’s WFO suite can be readily integrated with a variety of applications, thus it helps organizations realize greater return on their investment. With the full suite of solutions in place, contact center managers and supervisors can create forecasts, generate work schedules, measure quality and efficiency, access reports and alerts, and collaborate within their teams to impact performance -- all via a unified desktop.
Calabrio made news on ContactCenterSolutions last week when it announced that it had appointed Tom Goodmanson, former chief financial officer for Gelco Information Network, as its new CFO. Goodmanson will be responsible for managing all financial functions including financial reporting, investment planning and budgeting. Additionally, he will be responsible for leading all financial aspects of business development activities for mergers and acquisitions.
Calabrio is a spin-off of Spanlink Communications’ products division. It was formed in early 2007 to combine Spanlink’s product development group and an acquisition, Calabrio, Inc. (Canada), which had been developing workforce management software for contact centers since 1995.
For more information about Calabrio, visit
www.calabrio.com.
For more information about CDW Berbee, visit
www.berbee.com.
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Patrick Barnard is Assignment Editor for ContactCenterSolutions and Associate Editor for Customer Interaction Solutions magazine. To see more of his articles, please visit Patrick Barnard’s columnist page.
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