|By PR Newswire||
|November 14, 2012 08:01 AM EST||
MINNEAPOLIS, Nov. 14, 2012 /PRNewswire/ -- Calabrio, Inc., a leading provider of contact center workforce optimization and analytics software, today announced it has been positioned by Gartner, Inc. as a Visionary vendor in the 2012 Magic Quadrant for Contact Center Workforce Optimization.*
The Calabrio ONE® software suite offers an integrated platform of Workforce Optimization (WFO) elements that simplify deployment, adoption and use. The solution provides contact centers with the tools needed to improve operational efficiency and agent performance and master the analytic processes that allow the business to become more intelligent about its products, services and customers.
"The era of buying stand-alone, best-of-breed, agent-centric technologies for core WFO functions such as call recording and agent scheduling is gradually coming to an end…WFO adoption has escalated steadily during the past three years, with over 1,000 customer purchases of integrated solutions spanning call recording and WFM. However, this still only accounts for less than 10% of contact centers overall," wrote Jim Davies, research director for Gartner. "The benefits of a WFO suite approach range from having a single-vendor contract and a lower TCO to removing integration problems, and the incorporation of cross-functional workflow is driving adoption…buying all components of a WFO suite as stand-alone purchases will result in a TCO that is at least 20% higher over five years than buying a WFO as an integrated suite solution."
Calabrio ONE features software targeted for quality management (QM), workforce management (WFM), performance dashboards, call recording and speech analytics. In the past year, approximately 40% of Calabrio customers have implemented two or more applications as an integrated solution, outpacing industry averages.
Calabrio ONE offers the following key attributes:
- Widget-based user interfaces make navigation clear and simple
- Modern architecture allows third party or additional Calabrio widgets to be incorporated and embedded with other relevant systems such as CRM
- Interoperability and established relationship with Cisco and the Cisco Enterprise reseller network, as well as an original equipment manufacturer (OEM) status within Cisco's Express product line
- Simplified upgrades and excellent customer support lend to a low Total Cost of Ownership (TCO)
"We believe this recognition acknowledges our vision and the significant progress we have made in making complex WFO activities simple to use and own," said Tom Goodmanson, president and CEO for Calabrio. "It is a great privilege to be positioned in Gartner's Visionary quadrant. Calabrio plans continued innovation to enable the contact center to disperse powerful intelligence and insights to demonstrate the high strategic value of customer service throughout the business."
Gartner's Contact Center Workforce Optimization Magic Quadrant analyzes the evolution of customer experience management strategies and technology, and looks at how businesses can best evaluate and select solutions. In order to qualify for Gartner's 2012 Contact Center Workforce Optimization Magic Quadrant, vendors must offer a solution that spans QM and WFM; provides coaching/e-learning, performance management and surveying and/or interaction analytics; and incorporates an interface that works across all core functional elements to simplify administration and management. Additionally, vendors must have five references of integrated QM and WFM and demonstrated financial viability during the past 12 months.
Additional information about all Calabrio products can be found at www.calabrio.com.
*Gartner, Inc., Magic Quadrant for Contact Center Workforce Optimization, Jim Davies, November 7, 2012.
About the Magic Quadrant
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. Gartner research publications consist of the opinions of Gartner's research organization 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.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that's easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. Calabrio ONE is flexible - providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives. Calabrio is a member of the Cisco Developer Network (CDN), and a gold member of the Avaya DevConnect program. Find news and information at www.calabrio.com.
Follow Calabrio on Twitter at: http://www.twitter.com/calabrio
Calabrio, Calabrio One and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
SOURCE Calabrio, Inc.
"People are a lot more knowledgeable about APIs now. There are two types of people who work with APIs - IT people who want to use APIs for something internal and the product managers who want to do something outside APIs for people to connect to them," explained Roberto Medrano, Executive Vice President at SOA Software, in this SYS-CON.tv interview at Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Feb. 1, 2015 02:30 PM EST Reads: 2,798
We’re no longer looking to the future for the IoT wave. It’s no longer a distant dream but a reality that has arrived. It’s now time to make sure the industry is in alignment to meet the IoT growing pains – cooperate and collaborate as well as innovate. In his session at @ThingsExpo, Jim Hunter, Chief Scientist & Technology Evangelist at Greenwave Systems, will examine the key ingredients to IoT success and identify solutions to challenges the industry is facing. The deep industry expertise behind this presentation will provide attendees with a leading edge view of rapidly emerging IoT oppor...
Feb. 1, 2015 01:45 PM EST Reads: 2,015
In this Women in Technology Power Panel at 15th Cloud Expo, moderated by Anne Plese, Senior Consultant, Cloud Product Marketing at Verizon Enterprise, Esmeralda Swartz, CMO at MetraTech; Evelyn de Souza, Data Privacy and Compliance Strategy Leader at Cisco Systems; Seema Jethani, Director of Product Management at Basho Technologies; Victoria Livschitz, CEO of Qubell Inc.; Anne Hungate, Senior Director of Software Quality at DIRECTV, discussed what path they took to find their spot within the technology industry and how do they see opportunities for other women in their area of expertise.
Feb. 1, 2015 01:45 PM EST Reads: 2,466
DevOps Summit 2015 New York, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that it is now accepting Keynote Proposals. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long development cycles that produce software that is obsolete at launch. DevOps may be disruptive, but it is essential.
Feb. 1, 2015 01:15 PM EST Reads: 2,795
The 3rd International Internet of @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that its Call for Papers is now open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
Feb. 1, 2015 01:15 PM EST Reads: 3,275
The Industrial Internet revolution is now underway, enabled by connected machines and billions of devices that communicate and collaborate. The massive amounts of Big Data requiring real-time analysis is flooding legacy IT systems and giving way to cloud environments that can handle the unpredictable workloads. Yet many barriers remain until we can fully realize the opportunities and benefits from the convergence of machines and devices with Big Data and the cloud, including interoperability, data security and privacy.
Feb. 1, 2015 01:00 PM EST Reads: 3,037
Wearable devices have come of age. The primary applications of wearables so far have been "the Quantified Self" or the tracking of one's fitness and health status. We propose the evolution of wearables into social and emotional communication devices. Our BE(tm) sensor uses light to visualize the skin conductance response. Our sensors are very inexpensive and can be massively distributed to audiences or groups of any size, in order to gauge reactions to performances, video, or any kind of presentation. In her session at @ThingsExpo, Jocelyn Scheirer, CEO & Founder of Bionolux, will discuss ho...
Feb. 1, 2015 01:00 PM EST Reads: 2,109
Feb. 1, 2015 12:00 PM EST Reads: 8,248
Connected devices and the Internet of Things are getting significant momentum in 2014. In his session at Internet of @ThingsExpo, Jim Hunter, Chief Scientist & Technology Evangelist at Greenwave Systems, examined three key elements that together will drive mass adoption of the IoT before the end of 2015. The first element is the recent advent of robust open source protocols (like AllJoyn and WebRTC) that facilitate M2M communication. The second is broad availability of flexible, cost-effective storage designed to handle the massive surge in back-end data in a world where timely analytics is e...
Feb. 1, 2015 12:00 PM EST Reads: 2,930
ARMONK, N.Y., Nov. 20, 2014 /PRNewswire/ -- IBM (NYSE: IBM) today announced that it is bringing a greater level of control, security and flexibility to cloud-based application development and delivery with a single-tenant version of Bluemix, IBM's platform-as-a-service. The new platform enables developers to build ap...
Feb. 1, 2015 11:15 AM EST Reads: 3,440
Building low-cost wearable devices can enhance the quality of our lives. In his session at Internet of @ThingsExpo, Sai Yamanoor, Embedded Software Engineer at Altschool, provided an example of putting together a small keychain within a $50 budget that educates the user about the air quality in their surroundings. He also provided examples such as building a wearable device that provides transit or recreational information. He then reviewed the resources available to build wearable devices at home including open source hardware, the raw materials required and the options available to power s...
Feb. 1, 2015 11:00 AM EST Reads: 2,646
The Internet of Things promises to transform businesses (and lives), but navigating the business and technical path to success can be difficult to understand. In his session at @ThingsExpo, Sean Lorenz, Technical Product Manager for Xively at LogMeIn, demonstrated how to approach creating broadly successful connected customer solutions using real world business transformation studies including New England BioLabs and more.
Feb. 1, 2015 10:45 AM EST Reads: 2,834
Since 2008 and for the first time in history, more than half of humans live in urban areas, urging cities to become “smart.” Today, cities can leverage the wide availability of smartphones combined with new technologies such as Beacons or NFC to connect their urban furniture and environment to create citizen-first services that improve transportation, way-finding and information delivery. In her session at @ThingsExpo, Laetitia Gazel-Anthoine, CEO of Connecthings, will focus on successful use cases.
Feb. 1, 2015 10:15 AM EST Reads: 2,116
The Internet of Things is a misnomer. That implies that everything is on the Internet, and that simply should not be - especially for things that are blurring the line between medical devices that stimulate like a pacemaker and quantified self-sensors like a pedometer or pulse tracker. The mesh of things that we manage must be segmented into zones of trust for sensing data, transmitting data, receiving command and control administrative changes, and peer-to-peer mesh messaging. In his session at @ThingsExpo, Ryan Bagnulo, Solution Architect / Software Engineer at SOA Software, focused on desi...
Feb. 1, 2015 10:00 AM EST Reads: 2,605
Enthusiasm for the Internet of Things has reached an all-time high. In 2013 alone, venture capitalists spent more than $1 billion dollars investing in the IoT space. With "smart" appliances and devices, IoT covers wearable smart devices, cloud services to hardware companies. Nest, a Google company, detects temperatures inside homes and automatically adjusts it by tracking its user's habit. These technologies are quickly developing and with it come challenges such as bridging infrastructure gaps, abiding by privacy concerns and making the concept a reality. These challenges can't be addressed w...
Feb. 1, 2015 10:00 AM EST Reads: 3,337
The Domain Name Service (DNS) is one of the most important components in networking infrastructure, enabling users and services to access applications by translating URLs (names) into IP addresses (numbers). Because every icon and URL and all embedded content on a website requires a DNS lookup loading complex sites necessitates hundreds of DNS queries. In addition, as more internet-enabled ‘Things' get connected, people will rely on DNS to name and find their fridges, toasters and toilets. According to a recent IDG Research Services Survey this rate of traffic will only grow. What's driving t...
Feb. 1, 2015 10:00 AM EST Reads: 3,323
"For over 25 years we have been working with a lot of enterprise customers and we have seen how companies create applications. And now that we have moved to cloud computing, mobile, social and the Internet of Things, we see that the market needs a new way of creating applications," stated Jesse Shiah, CEO, President and Co-Founder of AgilePoint Inc., in this SYS-CON.tv interview at 15th Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Feb. 1, 2015 09:30 AM EST Reads: 2,481
The Internet of Things is tied together with a thin strand that is known as time. Coincidentally, at the core of nearly all data analytics is a timestamp. When working with time series data there are a few core principles that everyone should consider, especially across datasets where time is the common boundary. In his session at Internet of @ThingsExpo, Jim Scott, Director of Enterprise Strategy & Architecture at MapR Technologies, discussed single-value, geo-spatial, and log time series data. By focusing on enterprise applications and the data center, he will use OpenTSDB as an example t...
Feb. 1, 2015 06:45 AM EST Reads: 3,300
The industrial software market has treated data with the mentality of “collect everything now, worry about how to use it later.” We now find ourselves buried in data, with the pervasive connectivity of the (Industrial) Internet of Things only piling on more numbers. There’s too much data and not enough information. In his session at @ThingsExpo, Bob Gates, Global Marketing Director, GE’s Intelligent Platforms business, to discuss how realizing the power of IoT, software developers are now focused on understanding how industrial data can create intelligence for industrial operations. Imagine ...
Feb. 1, 2015 06:30 AM EST Reads: 2,055
Cultural, regulatory, environmental, political and economic (CREPE) conditions over the past decade are creating cross-industry solution spaces that require processes and technologies from both the Internet of Things (IoT), and Data Management and Analytics (DMA). These solution spaces are evolving into Sensor Analytics Ecosystems (SAE) that represent significant new opportunities for organizations of all types. Public Utilities throughout the world, providing electricity, natural gas and water, are pursuing SmartGrid initiatives that represent one of the more mature examples of SAE. We have s...
Feb. 1, 2015 05:15 AM EST Reads: 3,263