News : Five9 and Calabrio Partner to Offer Contact Center Software Plus Workforce Optimization
San Ramon, CA and Minneapolis, MN, USA, June 22, 2016 -- Five9 (NASDAQ: FIVN), a provider of cloud contact center software, and Calabrio, a provider of customer engagement and analytics software, announced a strategic partnership in which Five9 will resell Calabrio’s Workforce Optimization (WFO) software offering. In addition, Calabrio will resell the entire Five9 Cloud Contact Center suite. This partnership leads the way in meeting the modern enterprise demand to purchase and deploy full contact center technology suites in lieu of siloed software solutions.
Calabrio provides a comprehensive WFO suite—including Quality Management (QM), Workforce Management (WFM), and comprehensive customer analytics tools (speech, text and desktop analytics)—all from a multitenant, cloud-based solution. Five9 will resell the entire Calabrio ONE WFO suite in combination with the Five9 Virtual Contact Center (VCC).
As part of the agreement, Calabrio will resell the full portfolio of end-to-end contact center software solutions from Five9. Calabrio and Five9 have been working together for several months and have completed the integration of their solutions. The integrated offering is now generally available.
"Calabrio is an ideal partner for Five9 as we share many of the same qualities," said Mike Burkland, CEO of Five9. "We both have multitenant cloud solutions leveraging customer analytics to empower enterprise clients to transform and modernize their contact centers; we are both recognized industry leaders; we are both experiencing high growth and taking market share from the on-premise legacy hardware-based providers; and we align culturally with a shared customer-first focus."
"We’re moving quickly to deliver on our promise of the modern, powerful WFO alternative," said Tom Goodmanson, president and CEO of Calabrio. "This partnership makes a lot of sense as we help take our customers to the cloud. Calabrio and Five9 align on every level—we’re introducing the market to the future of contact centers and share a fresh approach to technology. We’re both committed to providing elegant, easy-to-use software combined with the best support and service in the industry. And, we’re transforming how contact centers run and are viewed by the business; we turn the contact center into a value center, accelerating sales, driving marketing effectiveness and improving the customer experience."
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.
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 interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Published: Thursday, June 23, 2016