Minneapolis, MN — March 6, 2012 — Calabrio, Inc., a leading provider of contact center workforce optimization (WFO) software, today announced that sales of its WFO products climbed more than 50 percent in 2011, making it the third consecutive year of double-digit growth. Additionally, more than half of its deployments in 2011 displaced an incumbent vendor’s system.
The continuing advancement of the redesigned Calabrio ONE software suite combined with record growth underscores Calabrio’s momentum as a respected provider in the contact center industry. New customers in 2011 included Liberty University and Pella Corporation, and in industries including insurance, manufacturing, telecommunications, hospitality and financial services.
Since integrating the applications into a single interface, Calabrio has experienced a 30 percent increase in customers purchasing more than one application during an initial implementation.
AAA Western & Central New York, for example, implemented the Calabrio ONE solution to reduce call times and connect customers with the best available subject matter expert, regardless of the agent’s location.
“At AAA, we continuously look for new and innovative ways to not only improve our current level of customer service but plan for future opportunities and growth,” said Joe McLaughlin, vice president information technology of AAA Western & Central New York. “Working with Calabrio enables us to meet present needs, but we also know we’re in good hands as we advance our multi-channel services in the coming years.”
The innovative re-design of Calabrio ONE released this past year also garnered Calabrio several industry accolades in 2011, including CRM Magazine’s 2011 Service Leaders award as a top vendor for customer satisfaction in the workforce optimization category. The Minneapolis/St. Paul Business Journal also selectedCalabrioas one of the fastest growing companies in Minnesota for the second year in a row. In addition, Calabrio was highlighted in the Gartner Magic Quadrant Report for Contact Center Workforce Optimization for the fourth consecutive year.
“As customer interaction becomes increasingly complex, ease-of-use and design in a WFO offering is critical,” said Jim Davies, Research Director at Gartner. “The ability to personalize the experience to fit different contact center roles is a key requirement of any leading WFO solution so that contact centers can remain fast and flexible.”
“With yet another groundbreaking release, 2011 was a break-out year for Calabrio, and the pace of change in the industry promises even greater opportunities for Calabrio and our customers moving forward,” said Tom Goodmanson, president and CEO of Calabrio. “We aim to continue this momentum into 2012 as we expand Calabrio ONE’s capabilities to deliver the industry’s premier solution that combines modern software simplicity with real business results.”
With more than 3,250 customers, Calabrio has deployed its WFO and customer interaction products to more than 1 million agent desktops worldwide to date.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. Calabrio ONE is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. The Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives. Calabrio is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.
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Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
