Calabrio Acquires Teleopti: A Shared Mission to Humanise the Workplace

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact centre to a new level of importance. Contact centre agents are the frontline of communication between the organisation and its customers and can easily make or break a customer relationship. Modern contact centres must be able to quickly respond to customers across multiple channels, and this task has become increasingly difficult as today’s customers demand faster access to help.

Meeting this challenge requires two essential approaches. First, agents must have easy, instant access to the information they need to help customers, no matter which channel they use. Second, the organisation must have deep insight into agent activities, so it can accurately assess the customer experience and optimise agent interactions.

Calabrio has long been a disruptive leader in the industry because we have focused on providing contact centre agents with exactly what they need: the tools and insights required to forge deeper, more human connections with customers—while also supporting the organisation’s ability to meet contact centre performance and compliance objectives.

With the acquisition of Teleopti, Calabrio is disrupting the industry again, creating a global, scalable, cloud-based customer experience intelligence suite by combining Calabrio’s customer experience solutions with European-based Teleopti. Calabrio and Teleopti are a great match—we share customer-first mindsets, innovative and fun company cultures, and a commitment to humanise the workplace.

For our customers, the combination of Calabrio and Teleopti—and our combined 35 years of market leadership—means a best-of-breed set of features and tools seamlessly integrated into the Calabrio ONE suite, architected for maximum scalability and flexibility. It also means more than 600 employees focused on helping our customers deliver outstanding experiences for their customers.

We’re excited for the opportunities this acquisition brings to the market, to our customers and our partners, and we look forward to welcoming the Teleopti team as we continue our mission to enrich human interactions inside and outside of the contact centre.

Tom Goodmanson

Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences. Addressing the market need for simpler solutions to complex customer interaction challenges, Tom’s vision to redefine the standard for software ease-of-use has been instrumental in making Calabrio one of the fastest growing companies in the industry.