Every day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how employees treat customers, and we know that contact centre teams play an integral part in building the connection that drives loyalty.

At Calabrio, our mission is to equip and empower contact centre employees all over the world to deliver a great customer experience, every time. We are reshaping an industry with innovation at the forefront and the customer at the centre of everything we do. That’s why we are thrilled that Calabrio is positioned as the only Visionary in the 2018 Gartner Magic Quadrant for Workforce Engagement Management (WEM) for the second year in a row.

According to Gartner, having truly engaged contact centre employees presents an opportunity for differentiation and risk mitigation, and requires adjusting the mindset and technologies to manage agents’ day-to-day roles.

In the new report, Calabrio is recognised for our ability to execute, and for our completeness of vision. We believe this Visionary designation validates our customer-first approach; it reminds us to never stop learning, exploring and listening to customer wants and preferences. Our customers are our most valuable source of innovation, and they are the reason why Calabrio continues to change the game.

We do things differently, and our nimble, feedback-driven approach has allowed us to break away from our competitors in the market. We’re proud to be changing the WFO/WEM industry from the ground up—we know it’s the reason more companies are choosing Calabrio over the competition.

We are excited to continue flexing our muscles of change and innovation in contact centres around the world. Click here to read the full report.

Gartner ”Magic Quadrant for Workforce Engagement Management,” Jim Davies, Simon Harrison, Drew Kraus, February 6, 2018

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 or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation 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.