Calabrio Recognized as Sole Visionary in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Optimization

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Positioning based on completeness of vision and ability to execute

Calabrio
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. - Tom Goodmanson, CEO, Calabrio

For the third year in a row, Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, today 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 influential 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.”

Calabrio develops comprehensive Workforce Optimization (WFO) and Analytics solutions designed to accelerate business performance by unlocking the data and insights within the customer experience. Calabrio offers modern, flexible solutions, helping the contact center keep pace with the ever-changing dynamics of customer interactions and keep a competitive edge. More than 40 percent of Calabrio’s customer base has taken an integrated approach to WFO solutions in the past several years, a rate that continues to outpace the industry.

And, according to the report, “Analytics is now integral to most new WFO investments.”(2)

“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. In order to qualify for Gartner’s 2014 Customer Engagement Center Workforce Optimization Magic Quadrant, vendors are required to have:

  • Financial viability — that is, sufficient cash to continue operating at the current burn rate for 12 months
  • A solution that spans QM and WFM, ideally from a single vendor; however, multivendor integrated ecosystems are permitted
  • A solution that provides one or more of the following functions: coaching/e-learning, PM, surveying and interaction analytics
  • A degree of integration among these core functional elements, such as a single administration environment and prebuilt workflows
  • At least $5 million in total revenue during the past four quarters
  • Five references that have deployed WFM and QM in an integrated environment during the past 12 months

Download this year’s report here.

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 or other designation. 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 delivers workforce optimization (WFO) and analytics solutions that elevate the customer experience and drive strategic business growth. The company’s integrated Calabrio ONE® software suite—including call recording, quality management, workforce management and analytics solutions—empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer. With more than 4,000 clients worldwide, Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named a “Visionary” three times in a row by Gartner in its Magic Quadrant for Customer Engagement Center Workforce Optimization (2012-2014)*. The company also is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program.
Find news and information at http://www.calabrio.com

Follow @calabrio on Twitter.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.

*Gartner, Inc. “Magic Quadrant for Customer Engagement Center Workforce Optimization” by Jim Davies, November 12, 2014. 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.

1-2 Gartner “Magic Quadrant for Customer Engagement Center Workforce Optimization” by Jim Davies, November 12, 2014

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