Calabrio + Teleopti
One Company, One Brand
The acquisition of Teleopti by Calabrio was announced in June 2019. It’s now time for the two companies to take the next step in this mission for customer experience excellence and fully merge Teleopti under the Calabrio brand and Calabrio.com. Please see below for answers to questions about this brand unification and web migration, support changes and product updates.
FAQ About Brand & Online Presence Integration
While Teleopti WFM (now Calabrio Teleopti WFM) will continue to be sold and supported as a separate product, Teleopti as a company and brand is now fully absorbed into Calabrio, as of January 13.
As of January 13, teleopti.com is no longer a separate entity and has been redirected to calabrio.com. The Teleopti Customer Center and Partner Center will remain live and will continue to be accessible from within the Calabrio Teleopti WFM product, direct URLs and from the Calabrio.com website.
All Teleopti social media channels (incl. Facebook, Twitter, LinkedIn) are no longer active and Calabrio social media platforms are the one united presence for each channel. Followers do not automatically transfer, so we encourage you to follow and like Calabrio on your favorite social platforms – LinkedIn, Twitter and Facebook.
No, you will continue to operate under the same active Teleopti or Calabrio agreements you have in place with us.
No, as Teleopti is now under the Calabrio brand, the only profile or logo featured should be Calabrio’s. ‘Calabrio Teleopti WFM’ as a product can be mentioned if you have a Calabrio page.
Please update any Teleopti.com website links to Calabrio.com.
If you would like to discuss updating your previous Teleopti/Calabrio page or setting up a Calabrio page or logo on your website, please contact us. We understand you will likely already have a main point of contact from Teleopti/Calabrio, if so, please reach out to them. Otherwise, email [email protected]
FAQ About Calabrio Teleopti WFM Product
We will continue to deliver ongoing improvements to Teleopti WFM and as your solution is updated you will notice some branding changes, including updated colors and a new product logo. The Teleopti WFM product will feature the Calabrio logo and sport a new name of “Calabrio Teleopti WFM”. For cloud customers, these changes have already been implemented. On-premises customers will see these changes when they update to the latest release.
No. While the cloud URLs to access the Calabrio Teleopti WFM environment contain ‘teleopti’ they are not hosted on teleopti.com so there will be no impact to access or logging in.
The URLs that you use to access your Calabrio Teleopti WFM cloud environment (and Citrix) will not change.
Interested in learning how Calabrio’s customer experience intelligence can make an impact at your organization and help you enhance performance at your contact center? Contact our sales team to request a demo.
FAQ on Customer Support Changes
Until February 3, Calabrio Teleopti WFM users/customers can register support cases directly with Teleopti Service Desk, you will still be able to submit support tickets through the Teleopti Customer Center until further notice.
Access to the Customer Center will be available:
- Through the Calabrio Teleopti WFM product
- On the Calabrio website – there will be links to the Customer Center
- Directly at https://www.teleopti.com/customers/service-desk/service-desk#/
You will also still be able to submit tickets via the Teleopti Customer Self–Service Portal https://teleopticustomer.microsoftcrmportals.com/
Submitting tickets via email:
While submitting tickets via the Teleopti Customer Center is recommended, you will still be able to email [email protected] until February 3. After February 3, please email [email protected].
If you already handle Calabrio Teleopti WFM support for customers (rather than them coming directly to Teleopti Service Desk), then that will not change as that is a process handled by you.
If you are the support point of contact for customers, but submit tickets to the Teleopti Service Desk, please continue to visit the Teleopti Partner Center to submit tickets online.
On February 3, Teleopti Service Desk will become a part of, and change its name to, Calabrio Support Services. To offer a united process for handling support tickets, there will be updates to how you submit tickets. There are many ways that you will be able to request support for Calabrio Teleopti WFM software, including:
- Log into the Calabrio Success Center. That will allow you to check the status of your support request, and to see previous service requests you have submitted to Calabrio. The Success Center will be accessible via links in the product, the Customer and Partner Centers, a specific Success Center link (coming soon) and via the Calabrio website. Registration will be possible as of February 3.
- Email [email protected] and a case will automatically be created for you.
You can also access phone numbers to call our service team via the Support Request page.
As Teleopti Service Desk merges with Calabrio Support Services, the names for priority classifications will change to match Calabrio’s Severity Levels.
Class A will become Severity 1
Class B will become Severity 2
Class C will become Severity 3
The numbering system will change from a date–based number into a serial number generated at ticket creation. If customers or partners have open cases, they will be notified about the new number via email. We encourage you to use the newly generated ticket numbers but if only the old Teleopti ticket number is known, support will be able to track which open case is connected to it.
All open cases with Teleopti Service Desk will be transferred over and continue as normal, with a new ticket number.
Yes, the Teleopti Customer Center will continue to operate normally until further notice. If customers access the Customer Center via the product, there will be no change to the login process. Customers can also access the Teleopti Customer Center by visiting https://www.teleopti.com/customers/ where they can sign in as normal or they can visit calabrio.com
Calabrio has multiple ways to engage with its customers. Watch for more information to come regarding the Calabrio Champions Program and Calabrio Customer Connect.
The Teleopti Partner Center will continue to operate normally until further notice. Although you are no longer able to go to Teleopti.com for a login, you can reach the Teleopti Partner Center directly by bookmarking https://www.teleopti.com/partners/partner-center where you can sign in as normal. You can also access the Teleopti Partner Center on calabrio.com.