Calabrio Strengths, Domain Expertise, and Key Differentiators
Calabrio is a customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of the cloud platform allows for quick deployment of remote work models, and it gives customers precise control over both operating costs and customer satisfaction levels. The AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization.
Calabrio Recent Developments
In April 2021, Calabrio launched Enterprise Customer Experience Intelligence (CXI) to better connect and elevate the modern enterprise with voice-of-the-customer business intelligence. With the QM Connector, agents, supervisors and managers managing customer interactions within Service Cloud can gain a more holistic view of the customer by quickly accessing and reviewing related interaction records from Calabrio Quality Management, including call recordings, text transcriptions and screen recordings through the simple push of a button.
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 Mergers and Acquisitions (M&A) Activities
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.
Ownership: - Thoma Bravo
Number of Employees: 770
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K527, 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, Special Cause Nonprofit, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
Calabrio Key Enterprise and Cloud Applications
Calabrio Revenues, $M:
|Type/Year||2020||2021||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 Revenue Breakdown By Type, $M:
|Type||License||Prof. Services||Hardware||Support & Maintenance||SaaS||PaaS||IaaS||Other (Non Enterprise Application Revenues)||Total|
|% of Total Revenues||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||Subscribe||100%|
Calabrio Enterprise Applications Revenues By Functional Markets, $M:
Calabrio Enterprise Applications Revenues By Verticals, $M:
Calabrio Revenues By Region, $M
|Region||% of Total Revenues||2021 Total Revenues, $M||2021 Enterprise Applications Revenues, $M||2021 Cloud Applications Revenues, $M|
Calabrio Direct vs Indirect sales
|Region||Direct Sales||Indirect Sales||Total|
Calabrio Customers - Breakdown by Geo, Size, Vertical and Product
No. of Calabrio Customers: 6000
No. of Calabrio Enterprise Applications Customers: 6000
No. of Calabrio Cloud Customers: x
No. of Calabrio Cloud Subscribers: x
Calabrio is helping more than 6,000 customers around the world to engage with and understand their 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 Market Opportunities, M&A and Geo Expansions
The company has experienced accelerated growth during the pandemic, and its Calabrio ONE software suite has enabled organizations to seamlessly shift to a work-from-home environment, protect their brand through customer-agent interactions, and continue on a path to further enhance their digital capabilities.
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 Risks and Challenges
Scaling out its applications road-map to support multiple workforce management initiatives is key to its future success.
Calabrio Ecosystem, Partners, Resellers and SI
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.
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 Cloud Infrastructure Insights
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- Calabrio Public Cloud and Infrastructure (IaaS)
- Calabrio Platform (PaaS)
- Calabrio Application Delivery
- Calabrio Private Cloud and Data Centers
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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