Research Briefs

Research Briefs

On April 20, 2021, Calabrio of Minneapolis, MN, announced the availability of their Enterprise Customer Experience Intelligence (CXI) solutions for its business intelligence platform, Advanced Reporting. Enterprise CXI is an out-of-the-box solution that provides comprehensive dashboards that deliver analytics-driven insights from the contact center to other functions in the enterprise, such as marketing and finance.

On December 7, 2020, Cisco Systems, Inc., of San Jose, CA, announced their agreement to acquire IMImobile PLC of London, UK. Out of Cisco’s 224 acquisitions, this transaction represented Cisco’s first acquisition of a company based in the UK. Due to restrictive UK business laws, details of Cisco’s plans for this acquisition were largely unavailable at that time, leaving the market to speculate on how this addition to Cisco’s arsenal of contact center acquisitions may affect may the company’s approach to the growing customer experience (CX) marketplace.

Saturday, 27 March 2021 10:52

Thoma Bravo Acquires Calabrio

Written by

On March 23, 2021, Calabrio of Minneapolis, MN, announced that it had been acquired by Thoma Bravo of San Francisco, CA, a private equity investment firm with a focus on the software and technology-enabled services sectors. Thoma Bravo acquired Calabrio from KKR, the private investment firm that acquired Calabrio in 2016.

In October of 2020, Calabrio, of Minneapolis, MN, introduced its latest version of their flagship cloud Workforce Engagement Management (WEM) platform, Calabrio ONE. The new Calabrio ONE represents the merging of the best of Calabrio WEM with the best of Teleopti Workforce Management (WFM). Based in Stockholm, Sweden, Teleopti was acquired by Calabrio in 2019.

Monday, 15 February 2021 08:56

Xaqt Deploys AI-Based COVID Vaccination Solution

Written by

On December 22, 2020, Xaqt, of Chicago, IL, launched a contact center solution specifically designed to meet the unique requirements of the COVID-19 vaccine distribution program. As cities and municipalities receive an increasing number of calls to existing call centers regarding vaccine distribution Xaqt provides an automated solution that deflects calls with artificial intelligence (AI)-driven virtual agents. Xaqt’s Intelligent Virtual Agents also have the capability to schedule and manage appointments and send reminders to citizen customers..

On December 10, 2020, Verint, of Melville, New York, announced Engagement Data Management (EDM), the latest addition to its Open Cloud Platform. Verint EDM was designed to enable organizations to gain a cohesive view of  the disparate interaction data that typically resides in silos throughout the enterprise.

On April 27, 2020, Cisco, of San Jose, CA, announced the general availability of Webex Contact Center Enterprise (CCE), a new cloud contact center solution that provides a path to the cloud for large enterprises. Initially introduced on January 28, 2020, Cisco Webex Contact Center Enterprise is now available for global delivery, directly from Cisco.

On March 3, 2020, Calabrio, of Minneapolis, Minnesota, announced a technology integration with communications platform as a service (CPaaS) provider Twilio, of San Francisco, California. This integration includes Twilio Flex, Twilio’s cloud-based contact center platform. This cloud-to-cloud integration combines Calabrio’s workforce engagement management (WEM) capabilities with Twilio’s contact center as a service (CCaaS) solution.

On October 11, 2019, Cisco, of San Jose, CA, announced that they had completed the acquisition of Salt Lake City, UT-based CloudCherry. CloudCherry is a customer experience management (CEM) company that provides predictive analytics, customer journey mapping, and sophisticated survey capabilities. These advanced capabilities will become a cloud offering available to both Cisco’s premise portfolio customers as well as part of Cisco’s Webex contact Center. CloudCherry is a privately held Cisco Investments portfolio company with the majority of its employees in Bangalore, India.

On November 18, 2019, Verint, of Melville, New York, announced the availability of the newest release of its Workforce Management (WFM) solution. Key aspects of this release involve both scheduling automation and mobility for users at all levels in the contact center.