Calabrio has announced it has acquired Teleopti, the workforce management software provider headquartered in Stockholm, Sweden.
The combination brings Teleopti’s workforce management (WFM) software together with Calabrio’s customer experience solutions to create a combined, cloud-based customer experience intelligence platform.
“The acquisition has been driven by three main reasons – people, product and place,” said Tom Goodmanson, President and CEO at Calabrio.
It’s certainly clear to see the logic in this. It has been widely recognized that Teleopti has one of the stronger WFM products as well as an excellent European clientele.
“With Calabrio our business was around 85% North America and 15% Rest of the World. With the combined company we have a better international reach with around 65% North America and 35% Rest of the World.”
Calabrio and Teleopti bring together customers from across the globe, including Best Buy, Rabobank, Shopify, Netflix and GE Appliances, a Haier company.
Tom Goodmanson adds: “Calabrio has always been at the forefront of disruption in this industry and we are excited to welcome the Teleopti team to join this mission.”
“We enrich human interactions—inside and outside of the contact centre—allowing our customers to deeply connect with their customers through data and analytics. And we do this all while ensuring their employees have the best tools possible to add a human touch to an otherwise cold interaction.”
“The combination of our leading solutions empowers the modern workforce and provides companies around the world with an intelligent view of agent and customer interactions.”
It is uncertain what will happen to the product lines. It seems likely that a “best of breed” solution will be created combining the two.
There has been some nervousness in the channel about the takeover around which of the product lines will dominate.
Sharing his thoughts on the acquisition, Stephen Thurston, Director of Business Systems, says: “Teleopti were the last significant independent WFM manufacturer in the marketplace, boasting a significant partner and customer base, so it isn’t a surprise that Calabrio have acquired them.”
“I fully expect the combination of technologies to create a very strong player in the hosted contact centre market.”
Olle During, CEO at Teleopti, adds: “This acquisition opens up tremendous opportunity for customers and partners. Both Calabrio and Teleopti have been committed to providing innovative products that create positive environments for employees where they can grow, remain engaged and be productive.
“We look forward to continuing on this path together, delivering value and an outstanding level of service that ensures customer success.”
Donna Fluss, president of DMG Consulting LLC, says: “The WFO market remains strong and highly competitive. These solutions provide companies with internal and external analytics, and productivity tools that enhance customer and employee engagement.”
“Calabrio’s acquisition of Teleopti, a highly respected contact centre workforce management solution provider, strengthens Calabrio’s WFO offering and global reach.”
“Both Calabrio and Teleopti have experienced impressive growth in recent years. This acquisition positions Calabrio as an important global player.”
Finally, Paul Stockford, President and Chief Analyst at Saddletree Research, states: “The adoption of solutions that engage employees has accelerated rapidly. Pressures on the contact centre to deliver exceptional customer experiences make the need for appropriately trained and motivated agents even more crucial.”
“The combination of two leading customer experience providers like Calabrio and Teleopti shows a heightened commitment to driving richer employee engagement and enables their customers to have a big impact on the customer journey.”