Calabrio Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS TOP 500 Market Report

Calabrio Strengths, Domain Expertise, and Key Differentiators

Calabrio stands as a customer experience intelligence company, dedicated to empowering organizations in enhancing human interactions. Leveraging the scalability of its cloud platform, Calabrio facilitates the swift deployment of remote work models while affording customers meticulous control over operating costs and customer satisfaction metrics. Through AI-driven analytics tools, contact centers effortlessly discern customer sentiment, facilitating the sharing of compelling insights across various facets of the organization.

Calabrio Recent Developments

In December 2023, Calabrio introduced AI-Powered Interaction Analytics on a public cloud infrastructure tailored for the Middle East region. This offering includes Arabic call transcriptions, local language support, and a dedicated public cloud instance in the UAE, empowering Middle East contact centers with advanced AI-driven insights. Starting April 9, this solution underscores Calabrio's commitment to enhancing agent performance and understanding customer sentiments in the Middle East.

In April 2021, Calabrio launched Enterprise Customer Experience Intelligence (CXI) to streamline the integration of voice-of-the-customer business intelligence for modern enterprises. The QM Connector enables agents, supervisors, and managers within Service Cloud to access and review interaction records from Calabrio Quality Management with ease, including call recordings, text transcriptions, and screen recordings, simplifying the holistic understanding of customer interactions.

Calabrio Mergers and Acquisitions (M&A) Activities

In January 2024, Calabrio acquired Wysdom, an AI and virtual agent performance solutions provider headquartered in Toronto, Canada. This acquisition aims to enhance Calabrio's offerings by integrating Wysdom's AI-driven analytics to optimize agent engagement and productivity. By combining forces, Calabrio seeks to provide customers with a unified platform for monitoring and improving performance across all channels, thereby revolutionizing the customer experience in modern contact centers.

In April 2021, Calabrio was acquired by Thoma Bravo from KKR. Perella Weinberg Partners LP.

In June 2019, Calabrio acquired Teleopti, the workforce management (WFM) software provider based in Stockholm, Sweden. Earlier in April 2017, Calabrio acquired Symmetrics, the Vancouver, Canada-based provider of business intelligence solutions that bring together contact center systems and corporate data.

Calabrio Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Calabrio applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Calabrio and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Calabrio ONE customers.

Calabrio Key Enterprise and Cloud Applications

Calabrio ONE

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Calabrio Direct vs Indirect sales

Calabrio Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified Calabrio Customers

No. of Calabrio Customers: 7000

No. of Calabrio Enterprise Applications Customers: 7000

No. of Calabrio Cloud Customers: x

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Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. Among its customers are Credit Union of Colorado, Polaris, Tampa General Hospital, Emblem Health, Paychex, Radial, Grand Canyon University, Houston Methodist and many others. Calabrio and Teleopti bring together customers from across the globe, including Best Buy, Rabobank, Shopify, Netflix and GE Appliances, a Haier company.

Calabrio Market Opportunities, M&A and Geo Expansions

Calabrio is well-positioned to take advantage of several trends, including the adoption of cloud technology, growth in artificial intelligence, the rise of hybrid workforces, and the expansion of the Internet of Things (IoT) in customer service. Its recent entry into the Indian and UAE markets provides access to fast-growing and regulated environments. Key sectors such as healthcare, finance, and education present opportunities for scaling its AI-based compliance and quality tools.

The emergence of Conversational AI and Virtual Agents enhances Calabrio's ability to monitor automated interactions, particularly supported by its acquisition of Wysdom. Additionally, the increasing use of IoT-enabled service channels provides new data that can enhance workforce planning and offer valuable customer insights.

Calabrio Risks and Challenges

The executive leadership changes in the past year at Calabrio pose a risk of organizational disruption. Departures of key leaders and the arrival of new executives may disrupt strategy, morale, and customer relationships. Integration challenges could hinder decision-making and agility. Effective communication and proactive measures are vital to mitigate these risks and ensure a smooth transition.

Calabrio Ecosystem, Partners, Resellers and SI

Calabrio’s ecosystem strategy combines both direct and indirect sales, heavily relying on a network of more than 300 global partners, including resellers, alliance partners, and system integrators. Key partners such as CDW, Presidio, ConvergeOne, ShoreGroup, and Insight expand Calabrio’s reach and facilitate multi-cloud deployments across various industries and regions.

In February 2024, Calabrio expanded its presence in India with the introduction of a new cloud offering tailored for local enterprises. This deployment ensures compliance with Indian data regulations and offers scalable solutions designed to enhance operational efficiency and customer engagement in contact centers.

In 2021, Calabrio made avaliable Calabrio Launch: QM Connector on the Salesforce AppExchange, integrating Salesforce Service Cloud and Calabrio Quality Management (QM), part of the Calabrio ONE workforce engagement management suite.

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

For additional information on our methodologies, here's the link: