Calabrio, a customer experience intelligence company providing empowering experiences to organisations, recently announced its acquisition of Workforce Management software provider, Teleopti. Together, the two brands hope to create a global standard for customer experience intelligence.
The aligned teams will bring together Teleopti’s workforce management software, and Calabrio’s customer experience services to create a SaaS platform for CX intelligence. The two businesses already share customers like Shopify, Netflix, and Best Buy.
As businesses become more aware of the importance of employee engagement when it comes to driving business success and better customer experiences, the combined solutions will give more insights and information to business leaders. The customer experience intelligence suite will embed visual discovery and analytics into everyday tools, including workforce management solutions to make business KPIs more accessible.
Delivering Better Business Insights
Calabrio has long been at the forefront of disruption for the customer experience industry, according to the President and CEO, Tom Goodmanson. The brand is excited to be working alongside Teleopti on a mission to create a new global standard for CX intelligence. Calabrio wants to provide companies with insights into their everyday human interactions, both inside and outside of the contact centre. The combination of CX software and workforce management tools will give businesses a more intelligent overview of their organisation.
According to the president of DMG Consulting, Donna Fluss, the WFO market is very competitive today. Combining internal and external analytics in the workforce will allow Calabrio to deliver a next-level solution to its customers. Calabrio and Teleopti have both grown significantly in recent years, and now Calabrio will have what it takes to compete as a global player.
The CEO of Teleopti, Olle During, also said that the acquisition delivers tremendous opportunities for the customers and partners of the companies. Both brands have always been dedicated to providing innovative products for their network, and their merger will enhance this.
The Next Level of Business Intelligence
In a press release about the acquisition, Chief Analyst and President of Saddletree research, Paul Stockford, said that the adoption of solutions to engage employees has begun to accelerate. As contact centres struggle to find new ways to drive exceptional customer experiences, it’s essential for them to focus first on the needs of their employees. The combination of a CX solution from Calabrio and Workforce Optimisation from Teleopti could have a massive impact on the customer journey.
Together, the two companies bring more than 35 years of experience into the collaboration, earning high marks from customers, partners, and industry analysts alike. Both businesses frequently outrank their competitors when it comes to delivering state-of-the-art experiences from implementation to support after sale.