Calabrio
Calabrio, Inc. is a customer experience intelligence company that specializes in developing workforce optimization software solutions for call centers. Founded in 2007 and headquartered in Minneapolis, Minnesota, Calabrio offers the Calabrio ONE software suite, which integrates various modules for call recording, quality management, workforce management, analytics, and reporting. This suite is designed to enhance agent engagement and optimize performance, catering to the evolving demands of contact centers. The company serves a diverse range of industries, including healthcare, telecommunications, retail, and finance, providing services such as project management, implementation, training, and technical support. With over 4,000 clients globally, Calabrio's web-based architecture positions contact centers as key drivers of customer insight, facilitating strategic business growth through enhanced customer interactions. The company also has additional locations in Vancouver, London, Singapore, and Stockholm, and is recognized for its innovative contributions in the workforce optimization sector.
Top Stages
4 past transactions
Echo AI
Acquisition in 2024
Echo AI is a company that revolutionizes customer engagement through its advanced Conversation Intelligence platform. Based in San Francisco, Echo AI utilizes generative AI to autonomously analyze millions of customer interactions, providing organizations with real-time insights and intelligence. This capability allows businesses to enhance their understanding of customer interactions and empower their teams to respond effectively. The platform features third-party and hosted large language models that can identify subtle intent and retention signals, facilitating the automation of call reviews and evaluations. By streamlining these processes, Echo AI enables organizations to implement growth and retention strategies more efficiently. Formerly known as Pathlight, the company has garnered support from prominent investors, positioning itself at the forefront of Conversation Intelligence innovation.
Wysdom.AI
Acquisition in 2024
Wysdom.AI is a cognitive care solutions provider based in Richmond Hill, Canada, with additional offices in Atlanta, Kansas City, and London. Founded in 2012, the company specializes in Virtual Agent Operations, assisting clients in launching and managing virtual agents effectively. Recognizing that many virtual agents face challenges in implementation and operation, Wysdom.AI offers a dedicated team along with the necessary tools and data to optimize the performance of chatbots. This enables organizations to better handle high volumes of customer service inquiries, sales support, and employee assistance, thereby improving overall operational efficiency.
Teleopti
Acquisition in 2019
Teleopti AB is a leading provider of workforce management solutions based in Anderyd, Sweden, with an additional office in Manila, Philippines. Founded in 1992, the company specializes in delivering sophisticated and user-friendly software designed to enhance operational efficiency in contact centers, back offices, and retail environments. Teleopti offers a range of products, including Teleopti CCC, which facilitates demand forecasting, staff scheduling, and performance reporting. Other solutions include Teleopti Pro for cost control and quality monitoring, as well as tools for business intelligence and management dashboards. The company also provides consulting services focused on change management and operational assessment. Teleopti serves a diverse clientele, including healthcare organizations, government institutions, and multinational corporations, and has established strategic partnerships with major technology firms such as AVAYA, CISCO, and Microsoft. In June 2019, Teleopti became a subsidiary of Calabrio, Inc.
Symmetrics
Acquisition in 2017
Symmetrics specializes in providing cloud-based software solutions for call centers, focusing on data reporting and analysis. With over 15 years of experience, the company caters to both large and small call centers worldwide. Symmetrics differentiates itself by applying best practices from business intelligence and data warehousing specifically to the needs of contact centers. Their platform integrates data from various systems, including omnichannel routing, workforce management, and customer relationship management, allowing for comprehensive performance management. By transforming unstructured and structured data into an intuitive, holistic view, Symmetrics enables clients to easily access and utilize critical metrics, thereby enhancing decision-making processes. The company's professional services team, equipped with extensive experience from numerous implementations, plays a crucial role in ensuring the success of each project.
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