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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
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Tuesday, June 4, 2019
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