News : Calabrio Acquires Teleopti
Minneapolis, MN, USA, June 3, 2019 -- Calabrio announced it has acquired Teleopti, a workforce management software provider headquartered in Stockholm, Sweden.
The combination brings Teleopti’s workforce management (WFM) software together with Calabrio’s customer experience solutions to create a multi-tenant SaaS customer experience intelligence platform.
"Calabrio has always been at the forefront of disruption in this industry and we are excited to welcome the Teleopti team to join this mission," said Tom Goodmanson, president and CEO at Calabrio. "We enrich human interactions—inside and outside of the contact center—allowing our customers to deeply connect with their customers through data and analytics. And we do this all while ensuring their employees have the best tools possible to add a human touch to an otherwise cold interaction. The combination of our leading solutions empowers the modern workforce and provides companies around the world with an intelligent view of agent and customer interactions."
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"The WFO market remains strong and highly competitive. These solutions provide companies with internal and external analytics, and productivity tools that enhance customer and employee engagement," commented Donna Fluss, president of DMG Consulting LLC. "Calabrio’s acquisition of Teleopti, a highly respected contact center workforce management solution provider, strengthens Calabrio’s WFO offering and global reach. Both Calabrio and Teleopti have experienced impressive growth in recent years. This acquisition positions Calabrio as an important global player."
"This acquisition opens up tremendous opportunity for customers and partners," said Olle During, CEO at Teleopti. "Both Calabrio and Teleopti have been committed to providing innovative products that create positive environments for employees where they can grow, remain engaged and be productive. We look forward to continuing on this path together, delivering value and an outstanding level of service that ensures customer success."
"The adoption of solutions that engage employees has accelerated rapidly," said Paul Stockford, president and chief analyst at Saddletree Research. "Pressures on the contact center to deliver exceptional customer experiences make the need for appropriately trained and motivated agents even more crucial. The combination of two leading customer experience providers, like Calabrio and Teleopti, shows a heightened commitment to driving richer employee engagement and enables their customers to have a big impact on the customer journey."
"KKR is pleased to support the Calabrio team in building the leading customer experience intelligence platform in the cloud. The combined company will continue to cultivate its large partner ecosystem, enabling partners with the most complete, scalable workforce engagement offering globally," said John Park, Chairman of the Board of Calabrio and Member at KKR, and Vini Letteri, Managing Director at KKR.
Posted by Veronica Silva Cusi, news correspondent
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Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Teleopti is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling. Founded in 1992, Swedish-established Teleopti has custo¬mers in over 80 countries, numerous offices around the world – from Beijing to São Paolo – and a comprehensive global network of partners.
Published: Tuesday, June 4, 2019