Calabrio Acquires Teleopti to Create the Global Standard for Customer Experience Intelligence
Combined company ranks among largest contact centre workforce management providers
Calabrio have announced it has acquired Teleopti, a workforce management software provider headquartered in Stockholm, Sweden—building the new global standard for the customer experience industry.
The combination brings Teleopti’s workforce management (WFM) software together with Calabrio’s customer experience solutions to create the market-leading, true multi-tenant SaaS customer experience intelligence platform. Calabrio and Teleopti bring together customers from across the globe, including Best Buy, Rabobank, Shopify, Netflix and GE Appliances, a Haier company.
Tom Goodmanson, president and CEO at Calabrio, commented,
“Calabrio has always been at the forefront of disruption in this industry and we are excited to welcome the Teleopti team to join this mission,”
“We enrich human interactions—inside and outside of the contact centre—allowing our customers to deeply connect with their customers through data and analytics. And we do this all while ensuring their employees have the best tools possible to add a human touch to an otherwise cold interaction. The combination of our leading solutions empowers the modern workforce and provides companies around the world with an intelligent view of agent and customer interactions.”
As companies become more aware of the criticality of employee engagement, they are seeking solutions that motivate and enable contact centre agents while driving customer insights back into the business. Calabrio’s customer experience intelligence suite embeds analytics and visual discovery into everyday tools, including WFM, empowering users in every role to consume and act upon data with less effort and more precision. Business KPIs become more accessible, more relevant and more usable to drive customer-centric decisions.
Donna Fluss, president of DMG Consulting LLC, said,
“The WFO market remains strong and highly competitive. These solutions provide companies with internal and external analytics, and productivity tools that enhance customer and employee engagement,”
“Calabrio’s acquisition of Teleopti, a highly respected contact center workforce management solution provider, strengthens Calabrio’s WFO offering and global reach. Both Calabrio and Teleopti have experienced impressive growth in recent years. This acquisition positions Calabrio as an important global player.”
Olle During, CEO at Teleopti, said,
“This acquisition opens up tremendous opportunity for customers and partners,”
“Both Calabrio and Teleopti have been committed to providing innovative products that create positive environments for employees where they can grow, remain engaged and be productive.”
“We look forward to continuing on this path together, delivering value and an outstanding level of service that ensures customer success.”
Paul Stockford, president and chief analyst at Saddletree Research, said,
“The adoption of solutions that engage employees has accelerated rapidly,”
“Pressures on the contact centre to deliver exceptional customer experiences make the need for appropriately trained and motivated agents even more crucial. The combination of two leading customer experience providers, like Calabrio and Teleopti, shows a heightened commitment to driving richer employee engagement and enables their customers to have a big impact on the customer journey.”
Calabrio and Teleopti bring over 35 years of market leadership in enabling workforces and powering customer experience, earning high marks from industry analysts, customers and partners. Both consistently outrank their competition in customer ratings for their ability to understand customer needs and the overall experience they provide, from implementation to ongoing support.
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behavior and sentiment, and derives compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support.
For additional information on Calabrio visit their Website
Teleopti helps organizations empower their employees to provide outstanding customer service through our cloud-first workforce management (WFM) software. We are a global team of innovators and experts focusing 100% on WFM, enabling companies with user-friendly automation and optimization of omnichannel forecasting, scheduling, and people management. Teleopti WFM supports companies’ profitability by elevating operational efficiency, employee engagement, and customer experience. Since the start in 1992 we have grown our customer community to 100 countries, collaborating with partners worldwide, and today Teleopti WFM plans and empowers over 500,000 employees.