News : Calabrio Recognized Gartner's Magic Quadrant
#contactcenterworld, @Calabrio, @Gartner_inc
Minneapolis, MN Nov. 26, 2014 -- Calabrio, a provider of contact center workforce optimization (WFO) and analytics software, was proud to be positioned as the only "Visionary" in the 2014 Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization (1).
Released annually, this market study evaluates vendors based on their completeness of vision and ability to execute.
"We are so glad to be recognized as a Visionary Vendor by Gartner again this year," said Tom Goodmanson, president and chief executive officer for Calabrio. "We believe it is a tribute to everyone associated with Calabrio – from our employees to our customers. We continue to believe that the Workforce Optimization sector holds some of the richest enterprise data, and there are always better ways to collect, analyze and consume that data. We will continue to work tirelessly to deliver this thought leadership to the industry and to our customers."
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
"The WFO market is still evolving," notes report author and Gartner Research Director Jim Davies. "Some vendors have in-house-developed solutions built on an established core competence, while others have acquired or use an OEM for the necessary complementary technologies. This creates significant variations in product capabilities, which are reflected in the elevated weighting for the product/service criterion. In addition, the diversity and complexity of a WFO suite place increased strain on implementation and support resources, which often lack domain expertise across each functional area, as well as integration and best-practice workflow knowledge. Consequently, this aspect also has increased in importance. Execution requires more than having an ability to sell siloed functions such as WFM or QM -- it's also about the ability to market, sell and support a holistic WFO suite, with the entire organization aligned to do so."
Gartner's Customer Engagement Center Workforce Optimization Magic Quadrant analyses the evolution of customer experience management strategy and technology, and looks at how businesses can best evaluate and select solutions.
#contactcenterworld, @Calabrio, @Gartner_inc
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Ask For Ideas
More Editorial From Calabrio
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.
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: Thursday, November 27, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
|Arise Virtual Solutions|
Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-ho...
Teleopti is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. Teleopti focuses on helping contact centers, back office...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...