Experienced WFO Executive Peter Farnsworth named Regional Director
Minneapolis, MN — Jan. 23, 2015 — Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, has formalized its involvement in Asia Pacific with a new regional office in Sun Tech City, Singapore under the leadership of new Calabrio Regional Director Peter Farnsworth. The move strengthens Calabrio’s investment in penetrating the APAC region—where it has been developing a customer base since 2010—with cost-effective and technically superior Workforce Optimization (WFO) software for contact centers.
“Calabrio is tremendously excited about the fast-growing APAC market and our growing place within it,” said Calabrio CEO Tom Goodmanson. “The addition of Peter Farnsworth and a dedicated presence strengthens Calabrio’s ability to provide Workforce Optimization and Analytics solutions to organizations throughout Asia Pacific. Calabrio has invested heavily in localization for the region during the past five years. We are confident our enhanced presence not only will benefit Calabrio’s strategic growth plans but our many current and future customers in the region.”
Calabrio’s plans include building and supporting a solid partner network across the region, and working with key system integrators and other established regional entities. Peter Farnsworth, who has more than ten years of Workforce Optimization sales experience in the UK and Singapore, is spearheading Calabrio’s expansion by establishing a sales and technical presence to support the company’s growing APAC partner network.
Global system integrator Dimension Data is one of Calabrio’s key partners. Notes Nagi K, General Manager Communications, Dimension Data Asia Pacific, “In this age of seamless and borderless collaboration on multiple channels, we need to be able to provide different touch points for our customers in a responsive and cost-effective manner. Calabrio is a respected partner and its solutions complement Dimension Data’s communications strategy. Together, we are well positioned for growth in the fast developing WFO market in the Asia Pacific region.”
Among Calabrio’s current APAC customers is international travel company Flight Centre. Based in Australia, Flight Centre is the largest retail travel outlet in Australia and the world’s largest travel agency.
“Our customers’ experience has improved greatly since implementing Calabrio ONE within our contact centres,” said Flight Centre Workforce Manager Kelly Lyons. “We have been impressed with its ease of use and effectiveness in strengthening our workforce optimisation efforts. Calabrio’s decision to invest in a local APAC presence speaks volumes about its long-term commitment to us and other customers in this region.”
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.
With more than 4,000 clients worldwide, 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 Customer Engagement Center Workforce Optimization (2012-2014)*. The company also is a member of the Cisco Developer Network (CDN), and a technology partner within the Avaya DevConnect program.
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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.
*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.