The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the frontline of communication between the organization and its customers and can easily make or break a customer relationship. Modern contact centers must be able to quickly respond to customers across multiple channels, and this task has become increasingly difficult as today’s customers demand faster access to help.
Meeting this challenge requires two essential approaches. First, agents must have easy, instant access to the information they need to help customers, no matter which channel they use. Second, the organization must have deep insight into agent activities, so it can accurately assess the customer experience and optimize agent interactions.
Calabrio has long been a disruptive leader in the industry because we have focused on providing contact center agents with exactly what they need: the tools and insights required to forge deeper, more human connections with customers—while also supporting the organization’s ability to meet contact center performance and compliance objectives.
With the acquisition of Teleopti, Calabrio is disrupting the industry again, creating a global, scalable, cloud-based customer experience intelligence suite by combining Calabrio’s customer experience solutions with European-based Teleopti. Calabrio and Teleopti are a great match—we share customer-first mindsets, innovative and fun company cultures, and a commitment to humanize the workplace.
For our customers, the combination of Calabrio and Teleopti—and our combined 35 years of market leadership—means a best-of-breed set of features and tools seamlessly integrated into the Calabrio ONE suite, architected for maximum scalability and flexibility. It also means more than 600 employees focused on helping our customers deliver outstanding experiences for their customers.
We’re excited for the opportunities this acquisition brings to the market, to our customers and our partners, and we look forward to welcoming the Teleopti team as we continue our mission to enrich human interactions inside and outside of the contact center.