Calabrio Named a Visionary in Gartner Magic Quadrant for Workforce Engagement Management for Fourth Year Running
– Calabrio recognised as a Visionary, also named the only 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management
– Calabrio Named a Visionary in Gartner Magic Quadrant for Workforce Engagement Management for Fourth Year Running
Calabrio has been named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management1 (WEM). This is the fourth consecutive year Calabrio has been named a Visionary for its ability to execute and completeness of vision.
According to Jim Davies and Jim Robinson, co-authors of the Gartner report,
“An emphasis on improving the operational performance of customer service staff persists. Recording and assessing employee performance and forecasting and scheduling optimum staffing levels remain key activities, driven by tight integration and workflow across these functional domains.
“However, a crucial shift in focus toward employee engagement has prompted application leaders for customer service to expect more value from vendors’ solutions, due to the correlation between engagement and performance.”
Tom Goodmanson, president and CEO at Calabrio, commented,
“Calabrio employs a human-centric approach in the way we build products and partner with our customers,”
“Our mission is clear: to enrich human interactions in the contact centre and beyond. We believe this recognition by Gartner is strong validation of our global vision, the innovation behind our customer experience and agent engagement solutions, and our relentless commitment to customers.”
This news follows a year of recognition, growth and momentum for Calabrio, starting with its launch of Calabrio ONE version 11, which reimagined the WEM user experience. Designed with humans in mind, the modern layout with embedded analytics allows business users of all backgrounds to intuitively consume and act upon data with less effort and more precision. The company’s June 2019 acquisition of Teleopti expanded Calabrio’s international presence, creating a global WEM powerhouse. And, Calabrio was named the only 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management2.
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Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment and derives compelling insights from the contact centre. 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 view their Company Profile