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#contactcenterworld, @Calabrio
Minneapolis, MN, USA, Feb 24, 2020 -- Calabrio, a customer experience intelligence company, has been named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management1 (WEM). This is the fourth consecutive year Calabrio has been named a Visionary for its ability to execute and completeness of vision.
According to Jim Davies and Jim Robinson, co-authors of the Gartner report, "An emphasis on improving the operational performance of customer service staff persists. Recording and assessing employee performance and forecasting and scheduling optimum staffing levels remain key activities, driven by tight integration and workflow across these functional domains. However, a crucial shift in focus toward employee engagement has prompted application leaders for customer service to expect more value from vendors’ solutions, due to the correlation between engagement and performance."
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"Calabrio employs a human-centric approach in the way we build products and partner with our customers," said Tom Goodmanson, president and CEO at Calabrio. "Our mission is clear: to enrich human interactions in the contact center and beyond. We believe this recognition by Gartner is strong validation of our global vision, the innovation behind our customer experience and agent engagement solutions, and our relentless commitment to customers."
"Calabrio is leading the charge to innovate within the contact center space. The Calabrio product leverages leading edge technology in the contact center space as it pertains to call recording, and speech analytics. The user interfaces are friendly and approachable, and the support for the product line is unparalleled." -- Sr. Telecom Engineer, Finance Industry, on Gartner Peer Insights
#contactcenterworld, @Calabrio
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About Calabrio:
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: Wednesday, February 26, 2020
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