Minneapolis, MN — December 16, 2021 — Calabrio, the customer experience intelligence company, has been positioned in the top category as an Exemplary vendor in Ventana Research’s 2022 Value Index on Agent Management. The report also recognizes Calabrio as a Value Index Leader for three areas: Capability, Usability and Manageability.
“Agent Management is critical for two reasons. First, agents represent the single largest ongoing cost for contact centers, which have been plagued by high turnover for so long that it is generally considered an unsolvable cost of doing business,” Keith Dawson, Vice President and Research Director for Customer Experience at Ventana Research “Second, agents are the direct point of contact with customers, meaning that poor performance directly affects customer satisfaction, loyalty and ultimately revenue. Better trained and equipped agents provide interactions that are faster and more accurate.”
Ventana Research’s Value Index is a quantified, research-based report evaluating technology providers and products. The 2022 report ranks 18 vendors offering products that address the key elements of agent management. The Value Index is structured to replicate the RFI/RFP process by incorporating all criteria needed to evaluate, select, utilize and maintain technology — and maintain relationships with vendors.
“We are delighted to see Calabrio named an Exemplary Vendor in Ventana Research’s Agent Management report. Being positioned as a leader in this arena reflects the agent-centric nature with which we have built and continue to build the Calabrio ONE platform. Our vision to enrich human interactions focuses not just on managing and improving the experience of customers, but the frontline employees that meet them,” said Tom Goodmanson, president and CEO at Calabrio. “Similarly, at Calabrio we develop our software with the mantra of Easy, Personalized and Smart, so to see Calabrio being ranked as a Value Index Leader in three out of five product experience categories reflects us succeeding with that approach.”
The Agent Management Value Index is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research’s mission to provide value to business and IT through advisory services, benchmark assessments and workshops. Ventana Research’s goal is to help guide organizations to optimal efficiency in their use of technology investments for business and IT.
To learn more, go to Calabrio’s reprint of the “Agent Management Value Index: 2022 Vendor and Product Assessment.”
About Calabrio
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at 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.
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As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
