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News : Calabrio Named a Leader in Workforce Optimization Suites by Independent Research Firm
Minneapolis, MN, USA, Sept 1, 2016 -- Calabrio, a provider of customer engagement and analytics software, announced it was named a Leader by Forrester Research, Inc. in "The Forrester Wave™: Workforce Optimization Suites, Q3 2016" report.
In the report, Forrester evaluated 39 criteria categorized by current offering, strategy and market presence.(2) Calabrio’s top scores included interaction recording, performance management, customer satisfaction, corporate strategy and supporting products and services.(3)
According to the report, "Calabrio offers customers both ‘Minnesota nice’ and a truly unified WFO suite. Unlike most other vendors in this Forrester Wave, Minneapolis, MN-based Calabrio built the components of its suite in-house with no acquisitions… The Calabrio One suite offers innovative analytics, including a tool that predicts customer satisfaction before an interaction occurs. In the same vein, Calabrio will soon add a tool that predicts agent turnover before the agent is hired. Unlike many competitors, Calabrio provides licenses for the entirety of a functional area: a customer that buys analytics receives speech, text, and desktop analytics."
"Companies choose Calabrio for a superior customer experience; they want a trusted partner and a proven product," said Tom Goodmanson, president and CEO at Calabrio. "While this industry has been around a while, Calabrio has always done things a little differently. It has been our vision from day one to build the best solution while exceeding customer expectations for service and support. We believe this recognition from Forrester demonstrates that our continued investment in a customer-driven product roadmap, and our intense commitment to customer service is a winning combination in the customer engagement workforce optimization market."
Posted by Veronica Silva Cusi, news correspondent
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Calabrio, Inc. develops and markets Calabrio ONE®, 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 today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives.
Forrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
Published: Tuesday, September 6, 2016