Calabrio
today announced it has acquired Teleopti,
a workforce management software provider headquartered in Stockholm,
Sweden—building the new global standard for the customer experience
industry.
The combination brings Teleopti’s workforce management (WFM) software
together with Calabrio’s customer experience solutions to create the
market-leading, true multi-tenant SaaS customer experience intelligence
platform. Calabrio and Teleopti bring together customers from across the
globe, including Best Buy, Rabobank, Shopify, Netflix and GE Appliances,
a Haier company.
“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 center—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.”
As companies become more aware of the criticality of employee
engagement, they are seeking solutions that motivate and enable contact
center agents while driving customer insights back into the business.
Calabrio’s customer experience intelligence suite embeds analytics and
visual discovery into everyday tools, including WFM, empowering users in
every role to consume and act upon data with less effort and more
precision. Business KPIs become more accessible, more relevant and more
usable to drive customer-centric decisions.
“The 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. “Calabrio’s acquisition of
Teleopti, a highly respected contact center workforce management
solution provider, strengthens Calabrio’s WFO offering and global reach.
Both Calabrio and Teleopti have experienced impressive growth in recent
years. This acquisition positions Calabrio as an important global
player.”
“This acquisition opens up tremendous opportunity for customers and
partners,” said Olle During, CEO at Teleopti. “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.”
“The adoption of solutions that engage employees has accelerated
rapidly,” said Paul Stockford, president and chief analyst at Saddletree
Research. “Pressures on the contact center 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.”
Calabrio and Teleopti bring over 35 years of market leadership in
enabling workforces and powering customer experience, earning high marks
from industry analysts, customers and partners. Both consistently
outrank their competition in customer
ratings for their ability to understand customer needs and the
overall experience they provide, from implementation to ongoing support.
“KKR is pleased to support the Calabrio team in building the leading
customer experience intelligence platform in the cloud. The combined
company will continue to cultivate its large partner ecosystem, enabling
partners with the most complete, scalable workforce engagement offering
globally,” said John Park, Chairman of the Board of Calabrio and Member
at KKR, and Vini Letteri, Managing Director at KKR.
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.
About Calabrio
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. Find
more at https://www.calabrio.com/ and
follow @Calabrio on
Twitter.
Calabrio, Calabrio ONE® and the Calabrio logo are registered
trademarks or trademarks of Calabrio, Inc. All other trademarks
mentioned in this document are the property of their respective owners.
About Teleopti
Teleopti helps organizations empower their employees to provide
outstanding customer service through our cloud-first workforce
management (WFM) software. We are a global team of innovators and
experts focusing 100% on WFM, enabling companies with user-friendly
automation and optimization of omnichannel forecasting, scheduling, and
people management. Teleopti WFM supports companies’ profitability by
elevating operational efficiency, employee engagement, and customer
experience. Since the start in 1992 we have grown our customer community
to 100 countries, collaborating with partners worldwide, and today
Teleopti WFM plans and empowers over 500,000 employees.
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