News : Calabrio Recognized Gartner's Magic Quadrant
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."
"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.
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.
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