Calabrio’s acquisition of Teleopti — a new standard for CX intelligence?

Calabrio has announced that it has acquired Teleopti, a workforce management software provider headquartered in Stockholm, Sweden.

It says that this acquisition will build a new global standard for the customer experience (CX) industry.

Together, Teleopti’s workforce management (WFM) software will work with Calabrio’s customer experience solutions to create a multi-tenant, SaaS customer experience intelligence platform.

“Calabrio has always been at the forefront of disruption in this industry and we are excited to welcome the Teleopti team to join this mission,” said Tom Goodmanson, president and CEO at Calabrio.

“We enrich human interactions — inside and outside of the contact centre — allowing our customers to deeply connect with their customers through data and analytics. And we do this all while ensuring their employees have the best tools possible to add a human touch to an otherwise cold interaction. The combination of our leading solutions empowers the modern workforce and provides companies around the world with an intelligent view of agent and customer interactions.”

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Employee engagement

Companies have become more aware of the importance of employee engagement.

To sustain this, they are seeking solutions that motivate and enable contact centre agents, which also drive customer insights back into the business.

“The [workforce optimisation] WFO market remains strong and highly competitive. These solutions provide companies with internal and external analytics, and productivity tools that enhance customer and employee engagement,” commented Donna Fluss, president of DMG Consulting LLC.

Paul Stockford, president and chief analyst at Saddletree Research, said: “The adoption of solutions that engage employees has accelerated rapidly. Pressures on the contact centre to deliver exceptional customer experiences make the need for appropriately trained and motivated agents even more crucial. The combination of two leading customer experience providers, like Calabrio and Teleopti, shows a heightened commitment to driving richer employee engagement and enables their customers to have a big impact on the customer journey.”

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‘Tremendous opportunity

Olle During, CEO at Teleopti, unsurprisingly, said that “this acquisition opens up tremendous opportunity for customers and partners.

“Both Calabrio and Teleopti have been committed to providing innovative products that create positive environments for employees where they can grow, remain engaged and be productive. We look forward to continuing on this path together, delivering value and an outstanding level of service that ensures customer success.”

Perella Weinberg Partners LP served as exclusive financial advisor to Calabrio on the transaction, and William Blair served as exclusive financial advisor to Teleopti. More information is available on Calabrio’s website.

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Nick Ismail

Nick Ismail is the editor for Information Age. He has a particular interest in smart technologies, AI and cyber security.