Outbound Call Center Featured Article

Calabrio Closes 2010 with Record Growth and Unmatched Customer Support

By Jennifer Russell
TMCnet Copy Editor

In release today, Calabrio, Inc., a leading provider of workforce optimization software, announced that sales of its workforce optimization (WFO) products through the Calabrio (News - Alert) enterprise channel partner network grew more than 40 percent in 2010. Nearly half of its deployments in 2010 displaced an incumbent vendor.

Calabrio received the top mark for “Pricing” satisfaction and the second highest mark for “Innovation & Responsiveness to Enhancement Requests” in the 2009-2010 Quality Management/Liability Recording (WFO) Product and Market Report by DMG Consulting. The company also received indications from leading industry analysts that was a market leader in superior customer service and value, and was positioned as one of five vendors in the 2010 Gartner Magic Quadrant for Contact Center Workforce Optimization report.

 “In the past, Calabrio has allowed Insight to create differentiation for customers seeking innovative analytics, workforce management and quality recording and monitoring solutions,” said Doug Fink, vice president of the Collaboration Technology Practice at Insight. “Now, Insight is using Calabrio innovation to differentiate our own business.”

“Calabrio’s 2010 momentum is not surprising,” commented Paul Stockford, chief analyst at Saddletree Research. “Throughout the year, Calabrio established itself as a thought leader and product innovator, leading the market in the development and deployment of Web 2.0 products that represent the future of truly open platforms in the customer care industry. Calabrio is a company with a clear vision of the next generation contact center and a demonstrated ability to act on that vision.”

In a statement, Tom Goodmanson (News - Alert), president and CEO of Calabrio said, “We are thrilled with the momentum experienced in 2010, particularly in our enterprise-focused business.” He continued, “More and more customers are realizing that there is another choice for their workforce optimization needs. The advantages of operating a software-only solution and strong customer support are certainly key factors propelling our growth.”

In a related story reported on TMCnet, Calabrio, Inc. announced that its Calabrio Workforce Management software version 8.3 is compliant with the NES (formerly Nortel Enterprise Solutions) Contact Center offering from Avaya (News - Alert). The Calabrio Workforce Management application helps contact centers increase customer and agent satisfaction and retention by optimizing staffing levels and efficiency. It has been successfully compliance-tested by Avaya for compatibility with Avaya NES Contact Center 7.