Calabrio Receives Exemplary Rating in ISG’s 2024 Contact Centre Agent Management Buyers Guide
Calabrio Recognised in ISG’s Buyers Guide for Significant Contributions to Agent Management Technology, Evaluated Across Contact Centre Basic, Advanced, and Agent Management Categories
Calabrio has been included in the ISG Buyers Guide™ for Agent Management for 2024 produced by ISG Software Research (formerly Ventana Research). Calabrio is recognised for its impactful, industry-leading contributions to advancing agent management technology for contact centres. The guide emphasises the importance of managing labor in contact centres, where high attrition rates and the costs associated with hiring, training and retaining agents are major challenges.
Keith Dawson, Director of Research, Customer Experience, ISG Software Research, commented,
“Calabrio’s Exemplary showing in the ISG Buyers Guide™ for Agent Management is due to years of effort building analytic systems that demonstrably improve agent performance, helping them do their best work to serve customers,”
“Our findings reflect Calabrio’s commitment to helping enterprises deliver top-notch experiences to their customers.”
In the analysis conducted by ISG Software Research, Calabrio received the highest ranking for Reliability, a critical area as it measures a product’s ability to scale and meet a business’s needs with the highest level of confidence, 24 hours a day. This level of performance and scalability was built into the product as part of Calabrio’s best-in-breed strategy. Also notable, Calabrio scored among the top for Usability, illustrating its commitment to elevating the agent experience and its belief that a superior agent experience creates a superior customer experience.
Dave Rhodes, CEO of Calabrio, commented,
“I’m proud that Calabrio has been recognised in ISG’s Agent Management Buyers Guide for our dedication to delivering both superior Customer Experience and Employee Experience,”
“Our solutions empower businesses by optimising agent performance, enhancing employee engagement, and ultimately driving customer satisfaction. This recognition reflects our focus on addressing real enterprise needs and future trends in agent management technology.”
Looking ahead to 2026, ISG Software Research predicts that agent training and skill development will increasingly shift towards self-directed models, a transition that aligns with Calabrio’s innovative solutions. By leveraging automated scheduling and AI-driven assessments, Calabrio empowers organisations to create personalised and efficient learning experiences, ensuring agents are equipped with the skills needed to excel in a dynamic contact centre environment.
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
For additional information on Calabrio view their Company Profile
