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.
Echo AI
Acquisition in 2024
Echo AI is a San Francisco-based company that specializes in a generative AI-native conversation intelligence platform designed to enhance organizational engagement with customers. By autonomously processing millions of customer interactions, the platform provides real-time intelligence and actionable insights, benefiting not just customer-facing teams but the entire organization. Echo AI's technology helps businesses detect subtle intent and retention signals, facilitating the automation of manual call reviews and evaluations. This capability enables clients to implement growth or retention campaigns through external tools effectively. Formerly known as Pathlight, Echo AI is backed by notable investors, including Kleiner Perkins, Insight Partners, and Quiet Capital.
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, based in Sweden, specializes in workforce management software, particularly for contact centers, back offices, and retail environments. The company provides a range of solutions designed to enhance operational efficiency, employee satisfaction, and customer service. Key offerings include Teleopti CCC, which facilitates accurate demand forecasting, staff scheduling, and performance reporting. Teleopti also provides tools for cost management and quality monitoring of communication services. Additional features include Agent Scorecards for performance tracking and motivation, Business Intelligence for problem analysis, and Management Dashboards for data visualization. Teleopti serves diverse sectors, including healthcare and government, and has established strategic partnerships with major technology firms such as AVAYA, CISCO, and Microsoft. Founded in 1992, Teleopti operates as a subsidiary of Calabrio, Inc. since 2019.
Symmetrics
Acquisition in 2017
At Symmetrics, we build, implement and support software that solves the problem of reporting and analyzing data from any system or application found in your call center. We've been doing it for over 15 years, and we do it for call centers all over the world, big and small. What makes Symmetrics different? We take best practices from business intelligence and data warehousing and apply them to the specific domain of the contact center. Our solutions fit the unique reporting and analysis needs of our customers, no matter how many different systems, applications, or call center sites they have. And, with hundreds of call center implementations under their belts, our professional services team has the experience and insight to ensure your project's success.
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