When a company lives up to its vision and values -- never settling for a status quo, solving problems before they actually become issues, continuously bettering its products and performance, and reinvests its energies in improving user experience and simplifying management and administration -- it deserves a pat on the back. So it only makes sense that Calabrio’s completeness of vision, and ability to translate the vision into reality, was acknowledged recently by Gartner (News - Alert).
Calabrio reports that it was positioned as the only visionary vendor in the 2013 Gartner Magic Quadrant for Contact Center Workforce Optimization, thanks primarily to the efficiency of its Calabrio (News - Alert) ONE software suite that integrates workforce optimization and customer interaction analysis for multichannel contact centers.
“We believe this recognition acknowledges the significant progress we have made in delivering a unique workforce optimization solution that delivers ease-of-use and effectiveness,” noted Tom Goodmanson (News - Alert), president and CEO for Calabrio.
Jim Davies, research director for Gartner, expounded on the benefits of a workforce optimization suite approach that ranged from having a single-vendor contract, a cross-functional workflow and a lower TCO to removing integration problems.
The latest version of Calabrio’s flagship product exemplified all this; for it propelled the company’s contact centers into a higher zone that offers everything in a single solution suite: a more comprehensive, integrated customer service experience, still better analytics, a more streamlined workflow, advanced mobility features and redesigned workforce management forecasting and scheduling.
With anytime, anywhere, Web-based access providing greater visibility, contact center managers can now forecast accurately, develop schedules for multiple sites, track key performance indicators and manage real-time adherence more efficiently than before
Calabrio said that its solution has resulted in improved operational efficiency, enhanced agent performance, greater customer loyalty and an overall improvement in the company’s bottom line, as more than 40 percent of its customers that implemented the integrated WFO solutions in the past 24 months, say they have outpaced the industry in spite of the changing dynamics of customer interaction.
All of which has been duly recognized by Gartner, crediting Calabrio suitably for living up to its motto of ‘better people, better products, better performance and better revenue.’
Edited by Rory J. Thompson