MINNEAPOLIS, Nov. 14, 2012 /PRNewswire/ -- Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, today announced it has been positioned by Gartner, Inc. as a Visionary vendor in the 2012 Magic Quadrant for Contact Center Workforce Optimization.*
The Calabrio ONE® software suite offers an integrated platform of Workforce Optimization (WFO) elements that simplify deployment, adoption and use. The solution provides contact centers with the tools needed to improve operational efficiency and agent performance and master the analytic processes that allow the business to become more intelligent about its products, services and customers.
"The era of buying stand-alone, best-of-breed, agent-centric technologies for core WFO functions such as call recording and agent scheduling is gradually coming to an end…WFO adoption has escalated steadily during the past three years, with over 1,000 customer purchases of integrated solutions spanning call recording and WFM. However, this still only accounts for less than 10% of contact centers overall," wrote Jim Davies, research director for Gartner. "The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO to removing integration problems, and the incorporation of cross-functional workflow is driving adoption…buying all components of a WFO suite as stand-alone purchases will result in a TCO that is at least 20% higher over five years than buying a WFO as an integrated suite solution."
Calabrio ONE features software targeted for quality management (QM), workforce management (WFM), performance dashboards, call recording and speech analytics. In the past year, approximately 40% of Calabrio customers have implemented two or more applications as an integrated solution, outpacing industry averages.
Calabrio ONE offers the following key attributes:
Widget-based user interfaces make navigation clear and simple
Modern architecture allows third party or additional Calabrio widgets to be incorporated and embedded with other relevant systems such as CRM
Interoperability and established relationship with Cisco and the Cisco Enterprise reseller network, as well as an original equipment manufacturer (OEM) status within Cisco's Express product line
Simplified upgrades and excellent customer support lend to a low Total Cost of Ownership (TCO)
"We believe this recognition acknowledges our vision and the significant progress we have made in making complex WFO activities simple to use and own," said Tom Goodmanson, president and CEO for Calabrio. "It is a great privilege to be positioned in Gartner's Visionary quadrant. Calabrio plans continued innovation to enable the contact center to disperse powerful intelligence and insights to demonstrate the high strategic value of customer service throughout the business."
Gartner's Contact Center Workforce Optimization Magic Quadrant analyzes the evolution of customer experience management strategies and technology, and looks at how businesses can best evaluate and select solutions. In order to qualify for Gartner's 2012 Contact Center Workforce Optimization Magic Quadrant, vendors must offer a solution that spans QM and WFM; provides coaching/e-learning, performance management and surveying and/or interaction analytics; and incorporates an interface that works across all core functional elements to simplify administration and management. Additionally, vendors must have five references of integrated QM and WFM and demonstrated financial viability during the past 12 months.
Additional information about all Calabrio products can be found at www.calabrio.com.
*Gartner, Inc., Magic Quadrant for Contact Center Workforce Optimization, Jim Davies, November 7, 2012.
About the Magic Quadrant Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Calabrio, Inc. 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. Calabrio is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.