#contactcenterworld, @Calabrio, @threeboxinc

Minneapolis  January 27, 2021 -- Calabrio, a customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. The three categories where Calabrio earned leading scores were both for satisfaction with Calabrio as a vendor and the features and effectiveness of Calabrio ONE workforce optimization (WFO) products.

DMG, an independent contact center research and consulting firm, annually conducts reports on the workforce optimization (WFO) industry, including market trends and challenges, predictions and vendor market share, as well as an extensive customer satisfaction survey to measure end-user experience with vendors and their products. The 2020-2021 report, which features 8 leading and contending WFO suite vendors, focused on customer satisfaction in four different areas: vendor satisfaction, WFO suite modules satisfaction, WFO product features satisfaction and product effectiveness.

Calabrio customers scored the company with perfect 5’s for all areas surveyed in the categories of vendor satisfaction, WFO product features and product effectiveness. Calabrio’s scores led each of these categories. These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience.

"Exceptional customer service has never been more vital to a brand’s position in the market than now as the current pandemic is driving a workplace that needs to evolve with customer needs," said Tom Goodmanson, president and CEO of Calabrio. "Calabrio is proud to help end-users succeed in their customer service goals, but we also strive to practice what we preach by focusing on the experience of our own customers. This year we have pivoted our efforts to help them meet these challenging times and have stayed close to customers, embracing the possibilities of virtual interactions. We’re thrilled to see that our efforts are working, especially for customers harnessing the full Calabrio ONE suite."

"COVID-19 has accelerated the pace of digital transformation in contact centers," said Donna Fluss, president of DMG Consulting LLC. "Cloud-based solutions, including workforce optimization/workforce engagement management applications that give supervisors oversight tools for managing agents, such as live monitoring, recording, quality management, speech analytics and desktop analytics, have been very helpful throughout the pandemic."

#contactcenterworld, @Calabrio, @threeboxinc