Calabrio Closes 2010 with Record Growth and Unmatched Customer Support Metrics
Adds Several Key Customer Sales as it Hits 780,000 Deployed Seats
Minneapolis, MN — Calabrio, Inc., a leading provider of workforce optimization software, today announced that sales of its workforce optimization (WFO) products through the Calabrio enterprise channel partner network grew more than 40 percent in 2010. Nearly half of its deployments in 2010 displaced an incumbent vendor.
Calabrio also received indications from leading industry analysts that it leads the market in superior customer service and value. The company received the top mark for Pricing satisfaction and the second highest mark for Innovation & Responsiveness to Enhancement Requests in the DMG Consulting 2009-2010 Quality Management/Liability Recording (WFO) Product and Market Report, and was positioned as one of five vendors in the 2010 Gartner Magic Quadrant for Contact Center Workforce Optimization* report.
Also of significance, Calabrio year-end support metrics show that less than a quarter of a percent of Calabrio installed WFO seats resulted in a support call, which underscores the reliability of Calabrio products and a low internal support burden for Calabrio customers.
New customer sales in the second half of 2010 include Rosetta Stone, County of Sacramento and Insight, which is also a Calabrio Elite partner. To date Calabrio has sold and deployed more than 780,000 seats of its workforce optimization and customer interaction products through its various channels, including a Cisco OEM partnership.
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.
Calabrios 2010 momentum is not surprising, said 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.
We are thrilled with the momentum experienced in 2010, particularly in our enterprise-focused business, said Tom Goodmanson, president and CEO of Calabrio. 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.
*Gartner, Inc., Magic Quadrant for Contact Center Workforce Optimization, Jim Davis, October 27, 2010.
About the Magic Quadrant
The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express 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 thats 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. The 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.
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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.