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Calabrio & KKR Deal Sign of the Times in Contact Center Space

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Calabrio & KKR Deal Sign of the Times in Contact Center Space

September 09, 2016

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By Maurice Nagle,
Web Editor
 


The modern contact center landscape is at an interesting point in time, where it appears consolidation is having its way. Shortly after hearing Genesys will be acquiring Interactive Intelligence (News - Alert), the market heard news of KKR’s plans to purchase Calabrio, a firm that has earned recognition from Gartner, Frost & Sullivan and TMC (to name a few).


“We have worked to transform contact centers into customer engagement centers and we pride ourselves on empowering everyone in an organization -- from contact center agents to the CEO -- with easy-to-use tools that provide companies with a better understanding of their customer to help them grow,” said Tom Goodmanson (News - Alert), president and CEO of Calabrio. “KKR shares our vision of putting the customer at the center of corporate strategy and we look forward to leveraging its deep technology industry knowledge and experience to fulfill our mission.”

The Calabrio (News - Alert) One Software Suite is highly regarded as a workforce optimization suite, capable of recording, capturing and analyzing customer engagement interactions. Clients gain actionable insight to customer behavior, and in turn drive revenue and growth.

“Evaluating data to measure and improve upon success is not only the direction the WFO market is heading, but where the world is heading,” said Vincent Letteri, director at KKR and a member of KKR's technology team. “From its start, Calabrio has been forward-thinking in its innovative approach to customer engagement through analytical insights. We look forward to working with the team to continue to build upon its pioneering model of customer service.”

Director at KKR as well as a member of its technology team John Park explained that Calabrio garnered KKR’s attention because of its growth as a company as well as the innovation it is doing in workforce optimization solutions.

Financial terms of the deal have yet to be released.

This may just be the beginning of a tidal wave of wheeling and dealing in the contact center space. While customer service is tops on the priority list for firms, the physical contact center is transforming. And, like a butterfly in its cocoon, we won’t truly know what it will look like until it spreads its wings.




Edited by Alicia Young
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