a leading provider of customer engagement and analytics software, today
announced that Gartner,
Inc. has recognized Calabrio as a Visionary in the February
2019 Gartner Magic Quadrant for Workforce Engagement Management1 (WEM)
for the third consecutive year. The company was recognized for its
ability to execute and completeness of vision.
According to Gartner, “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
able to orchestrate the process; 3) Having access to the relevant
information; and 4) Being able to manage the required resources.”
“Calabrio customers are experiencing a renaissance in the way they
engage agents and deliver a superior customer experience,” said Tom
Goodmanson, president and CEO of Calabrio. “We believe this recognition
by Gartner is strong validation of our ability to shed light on the
contact center and bring forward its rich data to drive decision-making.”
Delivering the right customer experience is a priority for businesses
today, yet many brands don’t recognize that employee engagement is a key
driver of customer loyalty, revenue generation and customer
satisfaction—and is essential to retaining the highest performing
employees. Calabrio’s unified suite and seamless user experience allow
companies to easily leverage insights from customer interactions to
empower employees with the knowledge and experience they need to
increase customer loyalty and company growth.
“Calabrio ONE provides the ability for us as an organization to uphold
company directives while focusing on compliance, customer service, and
learning opportunities. I work in Calabrio all day and find it easy to
navigate, run reports, and hit goals. The support that Calabrio provides
is a big part of their success as we have had the opportunity to attend
conference as well as user group events.”
Specialist, Education industry, on Gartner Peer Insights
Download a complimentary copy of the report here.
1 Gartner, “Magic Quadrant for Workforce Engagement
Management” Simon Harrison, Jim Davies, February 12, 2019
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a customer engagement software company that provides analytic insights
to catalyze growth through customer service contact centers. The Calabrio
ONE® software suite empowers everyone in an organization, from
contact center agents to the CEO, with easy-to-use tools that provide a
better understanding of the customer. Every customer interaction yields
insights that expand customer-consciousness, which is how leading
companies now drive growth and long-term corporate prosperity. Find more
at https://www.calabrio.com/ and
follow @Calabrio on
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.