In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first. Their businesses must operate with the customer and customer service agents at top of mind, providing an adaptable, informed, human-centric experience.
Calabrio empowers customers with products and services that uniquely and consistently enrich human interactions in the contact center and beyond, which is why we are honored to once again be named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management (WEM)1. This is Calabrio’s fourth year positioned as a Visionary by Gartner.
With the introduction of Calabrio ONE version 11 in 2019, we offer a reimagined WEM user experience designed with humans in mind. The radically modern interface ensures less sifting through cumbersome data or siloed reporting, and more nimble and digestible analytics that tell our customers exactly what they need to know about their customers and agents, in the exact place they need it.
As one customer put it: “Calabrio has an intuitive, well designed user interface that makes it easy to navigate between the modules. User support is the best I’ve experienced of any WFO platform–their online help system is thorough and easy to use, their customer support is efficient and responsive, and they have a solid user community between the Calabrio Success Center and Calabrio Champion’s Network where users can seek peer advice and support.” — Infrastructure and Operations, Energy and Utilities, on Gartner Peer Insights, October 31, 2019
Human-centric WEM innovation is of course about ease of use and access to vital insights, but also how the software can enhance the working life of those who should be engaged and managed by it: the workforce. Placing agents at the heart of our development vision, Calabrio empowers them with insights and ownership of their work via their own hyper-personalized dashboards, as well as intelligent agent self-service automation, such as our recently launched Self-Scheduling and Grant the chatbot. Evolved self-management possibilities offer the team a greater voice, more flexibility and instant answers, while at the same time streamlining service operations.
According to the new Gartner report, “Recording and assessing employee performance and forecasting and scheduling optimum staffing levels remain key activities, driven by tight integration and workflow across these functional domains. However, a crucial shift in focus toward employee engagement has prompted application leaders for customer service to expect more value from vendors’ solutions, due to the correlation between engagement and performance.”
Being named a Magic Quadrant Visionary by Gartner comes on the heels of a very exciting year for Calabrio, including our acquisition of Teleopti and recognition as Gartner Peer Insights Customers’ Choice for Workforce Engagement Management2. As we continue this momentum in 2020, we will be steadfast in our commitment to our customers and transformative WEM user experiences.
1Gartner, “Magic Quadrant for Workforce Engagement Management” Jim Davies, Jim Robinson, February 20, 2020
2Gartner Peer Insights ‘Voice of the Customer’: Workforce Engagement Management, June 11, 2019
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