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Calabrio – one brand, one future for CX Intelligence

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand.

In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. The acquisition was the ideal next step for both companies to unite and create the global standard for the customer experience industry and take the shared mission to humanize the workplace to new heights. Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. At the beginning of a new decade, 2020 is set to be an exciting year as Calabrio continues to expand the capabilities of the WEM platform and integrate the best of both WFM solutions for next-level Customer Experience Intelligence, where the very best of human talents and activities combine with contextual and predictive customer analytics. One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand.

Five changes as we unite for the future of Customer Experience Intelligence
Embracing the new era of CX Intelligence means going beyond the simple ‘what happened?’ to understanding customer behavior and emotions, in real-time. It means discovering how that same intelligence can be linked simultaneously to critical workforce data to ensure agents are properly trained, motivated and available at the right time. To benefit from CX Intelligence and future developments, here are five ways to engage with the fully blended Calabrio:

1. One company, one brand, one website
The current Teleopti website will disappear but there is no need for alarm. From January 13, all visitors to will be automatically redirected to The Teleopti Customer Center and Partner Center will be accessible through the Calabrio website, as well as via customers’ WFM product, as before. The comprehensive Calabrio Resource Center will become an even greater hub for all things relating to WFM and CX Intelligence with the addition of Teleopti’s virtual library of blogs, white papers, recorded webinars and more.

2. Seamless and consistent communications
We’ve made it easy to communicate with us. From January 13, all email communications such as product updates, event invites (including webinars) and thought leadership content will come from a email address. If you’re already signed up for emails from Teleopti, there’s no need to re-subscribe to continue receiving valuable WFM and CX Intelligence insights.

3. Stay connected, stay social
Interacting via social media will be even more rewarding and from January 13, all Teleopti social media channels including Facebook, Twitter and LinkedIn will be merged with Calabrio social media platforms so there’s a single presence for each channel, where we’ll keep followers updated with fresh content and news. However, existing followers will not automatically be transferred, for all channels, so we encourage you to ‘follow’ and ‘like’ Calabrio on your favorite social platforms. Join us on LinkedInTwitter and Facebook.

4. One integrated platform for Customer Experience Intelligence
In addition to innovative WFM solutions, customers will also get access to new technology with the broader set of contact center applications from Calabrio, including Quality Management, Business Intelligence and advanced voice-of-the-customer analytics. Customers choosing the complete suite will benefit from the ongoing integrations with Calabrio ONE for next-gen WFM that combines best of both WFM products within a wider platform for advanced Customer Experience Intelligence. One example of the accelerated next-gen WFM improvements to come within the easy-to-use, easy-to-personalize suite is the modern reporting that will be continuously introduced into the WFM solution during 2020. In customer meetings and particularly at our latest Calabrio Customer Connect events, it has been great to introduce Teleopti WFM users to the full platform, discuss the roadmap, receive positive feedback, and have many offer their input for integration possibilities and creating Calabrio’s next-gen WFM offering.

5. Same product, exciting new look and feel
There are many great advancements on offer as Teleopti WFM becomes an integrated part of the Calabrio ONE platform, but the software will also continue to be sold and supported as a separate product and users won’t experience any difference in functionality, other than ongoing improvements. There will however be some visual enhancements to the product to align with the Calabrio brand. This will include updated colors, a new Calabrio product logo and the new name of ‘Calabrio Teleopti WFM.’

For those of you who have been with us for many years, we send you a big thank you! And we welcome you to continue the journey into the wider realms of CX Intelligence and discover the central role played by WFM. While this is the last blog to be published on you can keep updated with new posts (as well as access an archive of combined blogs) by visiting the  visiting the Calabrio blog and signing up for the latest insights.

Olle Düring serves as the Senior Vice President of Calabrio International and manages the company’s sales and operations outside North America. Olle draws on more than 20 years of experience in global workforce management and cloud. Most recently, Olle served 10 years as CEO of Teleopti, where he orchestrated the expansion of the company’s international footprint and drove the adoption of a modernised cloud business model. Olle holds a M.Sc. degree in Industrial Management and Engineering from Lulea University of Technology.
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