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Calabrio Named a Leader in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Optimization

Stacy Campbell-Kraft

Positioning based on completeness of vision and ability to execute

MINNEAPOLIS – DECEMBER 10, 2015 – Calabrio, a leading provider of customer engagement and analytics technology, today announced that Gartner, Inc. has for the first time, positioned the company as a Leader in the December 2015 Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization.

“Our customers have been our oracle of innovation and the greatest source of motivation in getting us where we are today,” said Calabrio CEO Tom Goodmanson. “We’re proud of the progress we’ve made over the past eight years and now being named a Leader in this Gartner’s Magic Quadrant we feel shows how dedicated our employees have been to meeting the needs of our customers. And this is only the beginning, we’re continuing to innovate and evolve our technology to accelerate our customers’ growth —it’s the core of our own growth strategy.”

“As the market matures, we are placing greater emphasis on solution integration/unification and the number of WFO customers (including reference customers) using the entire suite,” wrote report authors and Gartner Research Directors Jim Davies and Sorell Slaymaker. “Embedded analytics has grown in importance, as has the pursuit of a clear strategy for providing mobile functionality to agents, supervisors and managers. The ability to support both on-premises and WFO-as-a-service deployments is also key.”

This year marks the eighth year Calabrio has been included in the Magic Quadrant and the first year they are named in the “Leaders” quadrant. We believe the company’s recent success is in part due to its support for more contact center platforms. Its comprehensive suite, Calabrio ONE®, continues to expand and mature, and the company has continually won large deals—the largest of which has 30,000 seats.

Released annually, this influential market study evaluates vendors based on their completeness of vision and ability to execute. According to Gartner, “Leaders” in the WFO market “provide functionally broad and deep WFO solutions that can be deployed and supported globally. Their software is suitable for enterprises of all sizes and complexities, and they have broad industry coverage. Their revenue is strong and new references are readily available.” Gartner’s Customer Engagement Center Workforce Optimization Magic Quadrant analyzes the evolution of customer experience management strategy and technology, and looks at how businesses can best evaluate and select solutions.

Download this year’s report here.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


Calabrio is a customer engagement software company that provides analytic insights that catalyze growth through customer service contact centers. The Calabrio ONE® software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.

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.