Calabrio, Inc. Strengths, Domain Expertise, and Key Differentiators
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behavior and sentiment and derives compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support.
In March 2020, Calabrio integrated with Twilio and Twilio Flex, its programmable contact center platform. The cloud-to-cloud integration fills a big gap for modern contact centers wishing for a customizable, data-driven environment by combining the capabilities of workforce engagement management (WEM) and contact center as a service (CCaaS).
In October 2019, Calabrio launched Self-Scheduling for agents as part of the organization’s mission to disrupt and evolve the contact center market with enriched human interactions. The new workforce management (WFM) technology combines the benefits of planning optimization, intraday automation and agent self-scheduling to empower employees and drive contact center performance. This latest innovation follows the June 2019 acquisition of Teleopti by Calabrio and supports the combined company’s vision to build a new global standard for customer experience intelligence by creating a flexible, digitally enabled workforce.
Calabrio, Inc. Recent Developments
In January 2019, Calabrio has hired John Norton as Chief Revenue Officer. In this executive leadership role, Norton is responsible for driving global revenue growth and building a world-class sales culture.
Calabrio, Inc. Mergers and Acquisitions (M&A) Activities
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, Inc. Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Calabrio, Inc. 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, Inc. 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, Calabrio WFM customers.
Calabrio, Inc. Overview
Ownership: - KKR & Co. L.P.
Number of Employees: 900
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith Based Nonprofit, Youth and Elderly Care Nonprofit, Special Cause Nonprofit, Oil and Gas, Professional Services, Retail, Transportation, Utilities,
Calabrio, Inc. Key Enterprise and Cloud Applications
Calabrio ONE, Calabrio WFM
Calabrio, Inc. Revenues, $M:
|Type/Year||2018||2019||YoY Growth, %|
|Total Revenues, $M||Subscribe||Subscribe||Subscribe|
|Enterprise Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
|Cloud Applications Revenues, $M||Subscribe||Subscribe||Subscribe|
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Calabrio, Inc. Revenue Breakdown By Type, $M:
|Type||License||Services||Hardware||Support & Maintenance||SaaS|
|% of Total Revenues||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe|
Calabrio, Inc. Enterprise Applications Revenues By Functional Markets, $M:
Calabrio, Inc. Enterprise Applications Revenues By Verticals, $M:
Calabrio, Inc. Revenues By Region, $M
|Region||% of Total Revenues||2019 Total Revenues, $M||2019 Enterprise Applications Revenues, $M||2019 Cloud Applications Revenues, $M|
Calabrio, Inc. Direct vs Indirect sales
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Calabrio, Inc. Customers - Breakdown by Geo, Size, Vertical and Product
No. of Calabrio, Inc. Customers: 6000
No. of Calabrio, Inc. Enterprise Applications Customers: 6000
No. of Calabrio, Inc. Cloud Customers: x
No. of Calabrio, Inc. Cloud Subscribers: x
Calabrio has over 6000 customers. 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, Inc. Market Opportunities, M&A and Geo Expansions
In April 2019, Calabrio introduced a new version of its Calabrio ONE suite at Enterprise Connect in Orlando, Florida. Calabrio ONE version 11 reimagines the workforce optimization (WFO) user experience, allowing business users of all backgrounds to intuitively consume and act upon data with less effort and more precision by embedding analytics and business-driven visual discovery into everyday customer experience tools. Through 2015 the company expanded its global reach by opening a regional office in Singapore and signing a strategic partnership deal with PCS Software in Brazil.
Calabrio, Inc. Risks and Challenges
Scaling out its applications road-map to support multiple workforce management initiatives is key to its future success.
Calabrio, Inc. Ecosystem, Partners, Resellers and SI
Calabrio inked 36 new partner agreements last year. Calabrio Reseller and Alliance Partners are: CDW, Presidio, DimensionData, ConvergeOne, ShoreGroup, Cameo Global, Carousel, Servion, Veracity Networks, Advanced Technology Solutions, LLC, Sentinel, World Wide Technology, Inc., Cincinnati Bell, Cerium Networks, AxcessNordic, Insight, Gladly, Snapshotz, CBTS, i3vision, USAN, Call Design, VoiceFoundry, ttec, Avtex and many others.
In March 2019, Calabrio ONE Cloud has achieved Advanced Technology Partner status in the Amazon Web Services (AWS) Partner Network (APN). The new APN Partner status is further recognition of the value Calabrio customers obtain when deploying Calabrio’s workforce optimization (WFO) software suite on AWS.
In February 2019, Calabrio ONE Cloud is available directly through the Cisco SolutionsPlus partner ecosystem. Through the expanded partnership, Cisco customers can easily and confidently deploy Calabrio’s workforce optimization (WFO) software suite in the cloud knowing Cisco has verified compatibility with products in the SolutionsPlus ecosystem. Cisco SolutionsPlus is a reselling program that places a select, strategic set of Cisco compatible products on the Cisco price list. Customers can easily order these third-party products directly from Cisco sales teams and channel partners. The addition of Calabrio ONE Cloud to Cisco SolutionsPlus extends Calabrio’s 20-year history of partnering with Cisco, which includes more than 200 joint partners and over 3,500 joint customers.
Calabrio, Inc. Cloud Infrastructure Insights
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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).
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