News : Calabrio Named as the Only Visionary in 2018 Gartner Magic Quadrant for Workforce Engagement Management
Minneapolis, MN USA, Feb.7, 2018 -- Calabrio, a provider of customer engagement and analytics software, announced that Gartner, Inc. has positioned Calabrio as a Visionary in the February 2018 Gartner Magic Quadrant for Workforce Engagement Management1 for the second consecutive year. The company was recognized for its ability to execute and completeness of vision.
According to Gartner, "Workforce Engagement Management (WEM) solutions expand on the already mature Workforce Optimization (WFO) market by also accommodating technologies that help drive employee engagement within the customer engagement center."
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"Today’s leading companies know that delivering a great customer experience is a business imperative—and it starts with empowered agents in the contact center," said Tom Goodmanson, president and CEO at Calabrio. "We believe this recognition by Gartner is strong validation of the work we are doing to help companies engage agents and customers in powerful new ways. To us, companies are looking for vision when it comes to this relatively new category, and our customers—from mid-market to large enterprise—are drawn to the depth of our vision and innovation."
"Calabrio shows a great deal of innovation, forward thinking, and they really care about what the end user experiences, and expects. They take all that feedback, and put it into production for future versions. The fact that Calabrio takes the time to listen to their customer needs, and converts that feedback into the amazing WEM feature, is what makes them the best tool out there. It's an excellent product with great customer service." – Application Analyst III, Infrastructure & Operations, Healthcare industry, on Gartner Peer Insights
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Setting Up A New Call Center
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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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Friday, February 9, 2018
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