Calabrio

Calabrio, the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference. The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility, and engagement demands of the modern contact center in the new era of work and customer experience. The pandemic has shifted the world of work and elevated the importance of agility in the contact center via employee empowerment…

Strategic and Technology Partnership Delivers Modern, Digital-First Customer Interactions with a Human-Centric Approach UJET Inc., a leading provider of cloud contact center solutions, and Calabrio, the customer experience intelligence company, announced a strategic and technology partnership enabling support teams to quickly deploy a cloud contact center that delivers efficient, empathetic and consistent customer experiences across every channel. Combining UJET’s modern customer support with Calabrio’s leading workforce…

Results show most contact centers are embracing work changes and expect them to benefit the industry long term Calabrio, the customer experience intelligence company, has released a study detailing how customer service organizations are evolving due to the COVID-19 pandemic. Based on a survey of contact center leaders, the findings point to a dramatic shift in how brands, through their contact centers and agents, now engage with their customers. While crisis-driven changes can often have a negative impact, recent events…

Global Technology Executive to Scale Delivery of Calabrio’s Leading Workforce Engagement and Customer Analytics Technology Calabrio, the customer experience intelligence company, has hired Josh Jabs as Chief Technology Officer. Reporting to President and CEO Tom Goodmanson, Jabs is responsible for delivering Calabrio solutions on a global scale, including overseeing product development, engineering and cloud operations. “He knows what it takes to convert business ideas into successful products that solve real problems…

Evolution of Employee Self-Service Supports Calabrio Vision to Help Customers Achieve a Flexible, Fair and Digitally Optimized Workplace Calabrio, the customer experience intelligence company, has announced the launch of Self-Scheduling for agents as part of the organization’s mission to disrupt and evolve the contact center market with enriched human interactions. The new workforce management (WFM) technology combines the benefits of planning optimization, intraday automation and agent self-scheduling to empower…

Evolution of employee self-service supports Calabrio vision to help customers achieve a flexible, fair and digitally optimized workplace Calabrio, the customer experience intelligence company, has announced the launch of Self-Scheduling for agents as part of the organization’s mission to disrupt and evolve the contact center market with enriched human interactions. The new workforce management (WFM) technology combines the benefits of planning optimization, intraday automation and agent self-scheduling to empower…

Combined company ranks among largest contact centre workforce management providers Calabrio announced it has acquired Teleopti, a workforce management software provider headquartered in Stockholm, Sweden—building the new global standard for the customer experience industry. The combination brings Teleopti’s workforce management (WFM) software together with Calabrio’s customer experience solutions to create the market-leading, true multi-tenant SaaS customer experience intelligence platform. Calabrio and Teleopti bring…

Transformational Redesign and Embedded Analytics Puts AI-Driven Insights and Unique KPIs at the Fingertips of Users Calabrio, the customer experience intelligence company, introduced a new version of its Calabrio ONE suite at Enterprise Connect in Orlando, Florida. Calabrio ONE version 11 reimagines the workforce optimization (WFO) user experience, allowing business users of all backgrounds to intuitively consume and act upon data with less effort and more precision by embedding analytics and business-driven visual…

Calabrio, a leading provider of customer engagement and analytics software, announced that Gartner, Inc. has recognized Calabrio as a Visionary in the February 2019 Gartner Magic Quadrant for Workforce Engagement Management (WEM) for the third consecutive year. The company was recognized for its ability to execute and completeness of vision. “There are four key pillars of focus for delivering great customer service experiences within a leading customer service organization: 1) Getting connected to the customer; 2) Being…

The birth of online shopping occurred in 1994 when one customer made history by purchasing a CD via the Internet. Just one year later, Amazon debuted. Today, as online shopping’s popularity grows, so do the ways in which consumers communicate with companies. As a result, digital channels have become a natural part of the customer journey. In fact, digital channel interactions are expected to overtake voice interactions for the first time this year. Between web, email, chat and social media, the customer journey is much more…

Rebecca Martin CMO at Calabrio Calabrio's recent report, "Are You Listening? The Truth About What Customers Want in a Digital World" reveals what consumers want from companies. We spoke to Rebecca Martin, CMO, Calabrio, to understand the key takeaways from the report and how marketers could benefit from it.Tell us about your role at Calabrio and the team/technology you handle. I’m the Chief Marketing Officer at Calabrio, which is a customer engagement and analytics software company. My job is to get to the heart of…

Funding Fuels Continued SaaS Success as Customers Transition to the Cloud Calabrio, a leading provider of customer engagement and analytics software, announced a follow-on investment from KKR to continue its rapid growth and shift to the cloud. With this investment, Calabrio will continue its focus on providing world-class products and services to customers who increasingly want to avoid on-premises environments in favor of low-resource-intensive cloud deployments. With the global cloud-based contact center market…

Enhancements Automate and Simplify Management and Administration for Large-Scale WFO Deployments Calabrio, a leading provider of customer engagement and analytics software, released a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization (WFO) and engagement suite. The new Calabrio ONE platform features customer-driven capabilities to manage large-scale, dynamic enterprise environments. Calabrio ONE includes call recording, quality management (QM), workforce management (WFM),…

Success of Calabrio’s Center of Excellence for Customer and Employee Engagement Results in Doubling of Canada-based Headcount, Drives Move to Larger and More Centrally Located Office Space Calabrio, a leading provider of customer engagement and analytics software, announced that it is opening a new Canadian headquarters office in Vancouver’s Financial District. Driven largely by the industry’s growing momentum for Calabrio’s advanced contact center analytics and reporting solutions, the move will accommodate the 100…

Our Interview Series Has The Choicest Industry Experts Sharing Precious Insights From Their Years Of Experience. Here’s A List Of The Key Takeaways From CEOs that MTS Spoke To We did the work so you wouldn't have to. Here is a round-up of some crucial learning from the last year in MarTech Interview Series. "Bots Will Empathize" Alok Kulkarni - CEO, Co-Founder, Cyara: The very dynamic nature of providing a personalized service to the consumer with a bot can be challenging because of the vast minutiae involved with…