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News : Thoma Bravo Announces Strategic Acquisition of Calabrio

#contactcenterworld, @Calabrio, @thomabravo

Minneapolis, MN and San Francisco, CA, USA, March 23, 2021 -- Thoma Bravo, a private equity investment firm focused on the software and technology-enabled services sectors, and Calabrio, the customer experience intelligence company, announced a definitive purchase agreement whereby Thoma Bravo will acquire Calabrio from KKR, a global investment firm. Financial details were not disclosed.

Accelerated Growth Path

Founded in 2007, Calabrio provides products and services to help companies streamline customer service, support and workforce management through cloud-first software systems. Tom Goodmanson, President and CEO of Calabrio, will continue to lead the company along with the existing leadership team in Minneapolis, Minn.

"Organizations are quickly adopting native cloud-first software systems, as well as customer and workforce analytics, which has been a driving factor in Calabrio's growth through the last year," said Goodmanson. "As the model for business moves to a hybrid approach with many employees expected to work from home permanently, our growth opportunity continues to accelerate."

"KKR has been a phenomenal partner, helping us successfully execute our transition to the cloud, drive growth for the business and affirm our position as the leading customer-centric workforce engagement management software platform. As we enter our next stage of growth, we are thrilled to be partnering with Thoma Bravo to execute on the significant opportunities ahead of us," Goodmanson added.

"Calabrio was in the unique position of having predicted a trajectory to cloud-first systems more than a decade ago and used this premise to build intelligent applications around a strong cloud-based foundation," said Seth Boro, a Managing Partner at Thoma Bravo. "The pandemic only accelerated this digital transformation and Calabrio seized the opportunity to solidify its place as the leading customer experience intelligence brand. We look forward to collaborating closely with Tom and his team as the company enters this new growth chapter."

"It has been a pleasure working alongside Tom and the whole Calabrio team over the last few years to establish Calabrio as the pre-eminent cloud-first workforce engagement management platform that it is today," said John Park, Head of Americas Technology Private Equity at KKR. "We are incredibly proud of Calabrio's success to date and look forward to watching it continue to thrive."

Forward to the Future

Thoma Bravo will provide Calabrio with new capital and can leverage its expertise in enterprise software and proven operational capabilities to accelerate organic growth as well as targeted inorganic growth opportunities.

Mike Hoffmann, a Principal at Thoma Bravo, added, "Calabrio's deep partnerships with both established and up-and-coming cloud-based contact center vendors have put the company in an excellent position to enable digital transformation with enterprises of all sizes. We are confident that Thoma Bravo's deep operational experience with innovative software businesses can build upon this momentum and growth trajectory."

#contactcenterworld, @Calabrio, @thomabravo

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Keep Customers Informed

Read today's tip or listen to it on podcast.

Published: Thursday, March 25, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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