2015 Value Index for Workforce Optimization provides in-depth, research-based vendor and product evaluations of workforce optimization software
Minneapolis, MN — January 8, 2014 — Calabrio has been named a Hot Vendor based on providing “highest value” as part of a new quantified, research-based index from Ventana Research, which evaluates technology vendors and products for workforce optimization software. The Value Index is a fully independent, research-based undertaking. It is neither sponsored nor influenced by technology vendors and is conducted independently by Ventana Research.
“Workforce Optimization software has become essential to effectively manage agents who interact with customers to respond and resolve their request to the best possible outcomes,” said Mark Smith, CEO and chief research officer of Ventana Research. “This in-depth research provides the insight on the vendors and products that best fit the needs of contact centers by examining the range of evaluation criteria that are essential to organization’s success.”
“Calabrio is pleased to be recognized as a Hot Vendor in this Workforce Optimization software research index,” said Calabrio CEO Tom Goodmanson. “This recognition, along with our recent Product of the Year award and other honors, confirm that Calabrio is the growing WFO choice for thousands of contact centers around the globe.”
Calabrio ONE solutions—including Call Recording, Quality Management, Workforce Management and Analytics—are installed on more than 1.3 million desktops spanning more than 4,000 customers worldwide. Calabrio ONE redefines workforce optimization (WFO), allowing contact centers to personalize and optimize the toolset for each user: agents, supervisors, managers, knowledge workers and executives. The suite can leverage common underlying data, minimize cross-application administration, and is easily implemented and managed. Calabrio ONE helps customers provide excellent customer service, manage effectively, and keep the contact center in line with business goals.
About Calabrio, Inc.
Calabrio delivers workforce optimization (WFO) and analytics solutions that elevate the customer experience and drive strategic business growth. The company’s integrated Calabrio ONE® software suite—including call recording, quality management, workforce management and analytics solutions—empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer.
Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. A pioneer in its industry for more than two decades, Calabrio has been named a “Visionary” for three consecutive years by Gartner in its Magic Quadrant for Contact Center Workforce Optimization (2012/2013/2014)*. The company also is a member of the Cisco Developer Network (CDN), and a technology partner within the Avaya DevConnect program. For more information about Calabrio, visit www.calabrio.com.
*Gartner, Inc. “Magic Quadrant for Customer Engagement Center Workforce Optimization” by Jim Davies, November 12, 2014. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Ventana Research
Ventana Research defines workforce optimization as the effective management of all employee-related activities associated with handling customer interactions to ensure an optimal customer and alignment to a common set of customer and revenue goals and objectives.
Ventana Research’s Value Indexes are the products of more than two decades of experience in and knowledge of the market and provide in-depth analyses of technology suppliers’ products. The Value Index for Workforce Optimization is based on a comprehensive examination of vendors’ products in seven evaluation categories, five that evaluate the products’ ability to support the full compensation process and two that address vendor validation and total cost of ownership/return on investment. An executive summary of the 2015 Value Index for Workforce Optimization is available online at: www.ventanaresearch.com/WFOvalueindex/.