• Star Tribune: KKR buys Calabrio, Minneapolis maker of call-center analysis software

    August 30, 2016

      Calabrio, a Minneapolis-based maker of software that studies call-center interactions, is being purchased by KKR & Co., the well-known New York investment group. “I couldn’t be happier,” Tom Goodmanson, Calabrio’s chief executive, said in an interview. “There’s a lot of great partners out there but I think we really grabbed on to the best available to us.” Read more from the Star Tribune. >

  • Reuters: BRIEF-KKR to acquire Calabrio

    August 30, 2016

      Reuters cover KKR’s acquisition of Calabrio in this brief. >

  • Fortune: Term Sheet — Tuesday, August 30

    August 30, 2016

      Dan Primack at Fortune highlights KKR’s acquisition of Calabrio under Private Equity Deals.  Read more. >

  • Minneapolis/St. Paul Business Journal: Private equity giant will buy software developer Calabrio for $200M

    August 30, 2016

      Calabrio, a developer of call-center software, could be poised for growth as part of a $200 million sale to KKR & Co. The Wall Street Journal reports that the New York private equity firm has agreed to buy Minneapolis-based Calabrio in a deal that could be announced as soon as today. Read more. >

  • Wall Street Journal: KKR to Buy Call-Center Software Maker Calabrio

    August 30, 2016

      KKR & Co. said Tuesday it would buy call-center software maker Calabrio, a bet that high-tech customer-interaction tools will give some businesses an edge. The New York private-equity firm didn’t disclose terms of the deal, but a person familiar with the matter told The Wall Street Journal it would be a $200 million all-equity transaction. Learn more at wsj.com. >

  • Calabrio CEO Looks to Bring Customer Service to a New Level

    August 25, 2016

      You don’t have to be a customer-service professional to have heard stories about customer-contact centers colossally failing to address consumer concerns. While much of the public accepts such stories as commonplace, Tom Goodmanson, president and CEO of Calabrio, is on a quest to change those perceptions. Read more from Sync Magazine. >

  • Don’t Be a Big Data Snooper

    August 23, 2016

      One of the biggest challenges that data scientists face is separating true predictors from false ones. When an airtight causal model can’t be created, data scientists often look to a secondary class of models based on correlations to accurately predict outcome. However, when using these models, great care must be taken to avoid falling victim to the data snooping bias. Read more from Datanami.

  • New report shares details about the workforce management software industry development trends, competitive landscape and key regions

    August 22, 2016

      2016 Global Workforce Management Software Market Report is a professional and in-depth research report on the world’s major regional market conditions of the Workforce Management Software industry, focusing on the main regions and the main countries (United States, Europe, Japan and China).  Read more from WhaTech. 


  • Speech analytics market growing at an estimated compound annual growth rate (CAGR) of 22.0% according to new research report

    August 12, 2016

      Speech analytics technology is witnessing the rising demand due to the need to decipher hidden insights from the customer interaction data. The report covers detailed information regarding the major factors influencing the growth of the speech analytics market, such as drivers, restraints, challenges, and opportunities. Learn where Calabrio falls in the industry. >

  • Cracking the Customer Obsession Code With Journey Analytics

    August 11, 2016

      The age of the customer is now. With the explosion of online resources and mobile technology, customers have never had more access to information on the products and services they consume – and never have they been more discerning about how and where they spend their money. Learn how customer analytics can provide business intelligence. >

  • Give Predictive Analytics a Boost with the Human Touch – CMS Wire

    July 28, 2016

      Cultivating customer loyalty is a top priority for any business, and most brands today believe that if they can preemptively gain a better understanding of customer needs, they can take subsequent steps to anticipate and fill those needs to create a more positive customer experience.  Learn how to accomplish these goals >

  • Speech Analytics Industry Market Share, Size, Growth & Forecast 2025

    July 22, 2016

      Speech analytics solutions help users to identify the insights, sentiments and meanings within conversations, which provides enterprises with various strategic benefits for their businesses. Learn where Calabrio falls in the industry. >

  • Speech Analytics Industry Market Share, Size, Growth & Forecast 2025

    July 22, 2016

      Speech analytics solutions help users to identify the insights, sentiments and meanings within conversations, which provides enterprises with various strategic benefits for their businesses. Learn where Calabrio falls in the industry. >

  • Secrets of the Data Whisperer

    July 21, 2016

      As big data technology evolves, so does the role humans play to operationalize data science. Well-defined job descriptions exist for folks like data scientists, data analysts, and data engineers, but there’s a certain class of data problem that aren’t always good match for their abilities. To fill in the gaps, some big data practitioners are turning to an emerging role dubbed the data whisperer.

      What is a data whisperer?

  • 3 Ways to Ignore the Resume and Find Real Talent

    July 19, 2016

      Find out how to look past the impressive resumes and determine which of the candidates will actually drive your organization forward. Read what our CEO Tom Goodmanson looks out for in new hires. Read more at inc.com. >

  • Calabrio, Five9 Announce Integration, Cross Selling Partnership

    July 5, 2016

      Things are really coming together in the world of analytics, contact centers, and workforce optimization.

      In February WFO leader Verint Systems announced the acquisition of Contact Solutions, a provider of cloud-based voice and mobile customer care solutions. Just last month NICE, the other leader in WFO, revealed plans to buy cloud-based contact center solution provider inContact for $940 million. And today WFO company Calabrio and cloud-based contact center provider Five9 unveiled a new partnership that involves integrating their products, which both companies will bring to market. >

  • The Never-Ending Customer Journey

    July 4, 2016

      The customer journey is a complex story, told by many disparate data points collected along the path to purchase. Analysis of this data provides a snapshot of customer behavior, informing all arms of the organization how to adjust sales, marketing and technology strategies to ensure that the company meets goals and projections. Yet, even with today’s sophisticated tracking and CRM tools, there are still gaps because important contact center data is being left on the table. Read more at insidebigdata.com. >

  • Extensive study of Workforce Management (WFM) Software Market: Historical Data, Current and Future Scope in New Report

    June 1, 2016
  • Analytics Firm Calabrio Helps Clients Keep up with Consumers

    May 2, 2016

      Calabrio is moving ahead in the business of customer data by collecting and digesting clients’ call center statistics. As consumers’ lives become more and more focused on their phones, laptops and tablets, companies are looking for new ways to use the information from those machines to understand them. Read the full article on StarTribune.com >

  • 7 Predictions for the Future of Customer Engagement in the Contact Center

    April 29, 2016

      The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Yes, cows: A company in the Netherlands has developed a sensor that attaches to a cow’s ear, monitors its vital signs, and reports back to the farmer via email or text.

      The pace at which technology marches forward is incredible. The researchers at Gartner estimate that nearly 12.5 billion devices are connected to the Web. By 2020 the number of connected “things” is expected to rise to 30 billion, and devices will outnumber people on the Internet. Should we be worried?… >

  • Business FOMO: How Machines Will Bolster the Data Game

    April 22, 2016

      Most executives already know that collecting and analyzing data is central to making operations efficient. Without that analysis, they risk missing out on valuable insights that can drive a company towards profitability. As the right technology is put in place, executives are able to glean previously unknown insights. However, organizations may soon have additional help.

      As executives struggle with business FOMO (fear of missing out) on where to gain the next level of analysis and insight, the rise of artificial intelligence and, subsequent machine learning, may help put those fears to rest. These capabilities are becoming an even greater reality, and they will completely change the data game. Through pattern recognition and predictive analytics, self-updating tools may soon allow executives to offload some of their FOMO onto machines – and reap even greater results. Want to know where machines fit in your data game? Read on. >

  • You Might Have The Data, But Is Your C-Suite Missing Out On Profitable Insights?

    April 21, 2016

      Most executives know that collecting data is central to making operations efficient – and the importance of data scientists proves that point. However, the typical data collection systems don’t allow companies to extract the full value from data because many companies are analyzing that data in silos. In order to truly garner the best insights, companies must stop thinking that collecting and storing data is enough, and start thinking about connecting and analyzing that data across all parts of the organization.

      Whether structured or unstructured, the purpose of data is to extract insights into the customer and support more accurate decision-making. While it is incredibly important to analyze customer data both quickly and easily, this analysis must go one step further. Traditionally, organizations have let the contact center operate in a silo, but now companies must truly connect all data – including data from the contact center – with the rest of the organization for a truly integrated view of the customer. Read more to discover the data landscape and how it fits in to the story of your data. >

  • Calabrio Featured in Finance & Commerce as Progress MN Honoree

    April 19, 2016

      Capturing the customer’s voice has helped Minneapolis-based Calabrio capture new business and recognition for industry leadership.

      Calabrio, which offers customer engagement and analytics software to accelerate growth through contact centers, added more than 160 new customers in 2015, more than a third of which came from their competitors.

      For the first time, Calabrio was named a leader in Gartner Inc.’s “Magic Quadrant for Customer Engagement Center Workforce Optimization,” raising its profile among big competitors. Head on over to Finance-Commerce.com to see why Calabrio was nominated in 2016. >