|[March 06, 2012]
Calabrio Achieves Record Software Revenue Growth in 2011
MINNEAPOLIS --(Business Wire)--
Calabrio (News - Alert), Inc., a leading provider of contact center workforce
optimization (WFO) software, today announced that sales of its WFO
products climbed more than 50 percent in 2011, making it the third
consecutive year of double-digit growth. Additionally, more than half of
its deployments in 2011 displaced an incumbent vendor's system.
The continuing advancement of the redesigned Calabrio ONE software suite
combined with record growth underscores Calabrio's momentum as a
respected provider in the contact center industry. New customers in 2011
included Liberty University and Pella Corporation, and in industries
including insurance, manufacturing, telecommunications, hospitality and
Since integrating the applications into a single interface, Calabrio has
experienced a 30 percent increase in customers purchasing more than one
application during an initial implementation.
AAA Western & Central New York, for example, implemented the Calabrio
ONE solution to reduce call times and connect customers with the best
available subject matter expert, regardless of the agent's location.
"At AAA, we continuously look for new and innovative ways to not only
improve our current level of customer service but plan for future
opportunities and growth," said Joe McLaughlin, vice president
information technology of AAA Western & Central New York. "Working with
Calabrio enables us to meet present needs, but we also know we're in
good hands as we advance our multi-channel services in the coming years."
The innovative re-design of Calabrio ONE released this past year also
garnered Calabrio several indusry accolades in 2011, including CRM
Magazine's 2011 Service Leaders award as a top vendor for customer
satisfaction in the workforce optimization category. The Minneapolis/St.
Paul Business Journal also selected Calabrio as one of
the fastest growing companies in Minnesota for the second year in a row.
In addition, Calabrio was highlighted in the Gartner (News - Alert) Magic Quadrant
Report for Contact Center Workforce Optimization for the fourth
"As customer interaction becomes increasingly complex, ease-of-use and
design in a WFO offering is critical," said Jim Davies (News - Alert), Research
Director at Gartner. "The ability to personalize the experience to fit
different contact center roles is a key requirement of any leading WFO
solution so that contact centers can remain fast and flexible."
"With yet another groundbreaking release, 2011 was a break-out year for
Calabrio, and the pace of change in the industry promises even greater
opportunities for Calabrio and our customers moving forward," said Tom
Goodmanson, president and CEO of Calabrio. "We aim to continue this
momentum into 2012 as we expand Calabrio ONE's capabilities to deliver
the industry's premier solution that combines modern software simplicity
with real business results."
With more than 3,250 customers, Calabrio has deployed its WFO and
customer interaction products to more than 1 million agent desktops
worldwide to date.
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. The 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 (News - Alert) DevConnect program. Find
news and information at www.calabrio.com.
Follow Calabrio on Twitter (News - Alert) 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.
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