Contact Center Solutions Featured Article

Wheelings & Dealings: Calabrio Buys Symmetrics

April 04, 2017

Calabrio today revealed its acquisition of Symmetrics, which sells a visualized reporting tool that combines and presents call center and enterprise data. Terms of the deal were not disclosed. 

The seven-year-old company’s solution works on all switches, and can leverage both structured and unstructured data in any format from any source. For example, the Symmetrics solution allows for the aggregation and analysis of data from custom-built applications, customer relationship management systems, human resource management systems, omnichannel routing systems, voice analysis solutions, and workforce management solutions.

Speaking of workforce management solutions, that is the product category for which Calabrio is probably best know. The Calabrio ONE solution includes call recording, comprehensive analytics, quality management, and a workforce optimization suite.

In an interview with me last week, Calabrio President and CEO Tom Goodmanson said the company has been working with Symmetrics for several years. The acquisition of the Vancouver, Canada-based company, he added, is a natural fit for where Calabrio is going with analytics. It lets Calabrio soup up the front end, he said, and provide customers with ease of use by putting reporting in the end users’ hands and delivering information in real time.

“Placing the user at the center of the product experience always has been our priority, and that includes leveraging data in a way that has a direct, positive impact on the customer and employee,” Goodmanson said in a statement the company issued today. “This acquisition directly aligns with that approach. Symmetrics has delivered a cloud-based, visual reporting platform that makes customer data impactful for the entire organization. We're thrilled to welcome this talented group to the Calabrio team and look forward to introducing customers to this unrivaled reporting and analytics solution.”

The deal also enables Calabrio to establish a center of excellence for customer and employee engagement in Vancouver. Richard McElroy, former president and COO at Symmetrics, will lead that center, which will be staffed by a combination of former Symmetrics employees and existing Calabrio staff. 

Edited by Alicia Young