Calabrio, Five9 Announce Integration, Cross Selling Partnership

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Calabrio, Five9 Announce Integration, Cross Selling Partnership

June 22, 2016

Things are really coming together in the world of analytics, contact centers, and workforce optimization.

In February WFO leader Verint Systems announced the acquisition of Contact Solutions, a provider of cloud-based voice and mobile customer care solutions. Just last month NICE, the other leader in WFO, revealed plans to buy cloud-based contact center solution provider inContact for $940 million. And today WFO company Calabrio and cloud-based contact center provider Five9 unveiled a new partnership that involves integrating their products, which both companies will bring to market.

Calabrio ONE includes call recording, quality management, comprehensive analytics, and a workforce optimization suite. The company was named a leader in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Optimization in 2015.

The Five9 Virtual Contact Center platform allows for inbound, outbound, and blended contact centers. It offers automatic call distribution; computer telephony integration; interactive voice response; and predictive, progressive, power, and preview dialers. The company says it pioneered the concept of VoIP-based virtual call center software-as-a-service – and provides all the benefits of a hosted solution: fast setup, on-demand capacity, no capital outlay, and low operating costs. Five9 also has integrations with CRM solutions including Salesforce, Oracle RightNow, NetSuite, Velocify, and Microsoft Dynamics CRM. 

Calabrio and Five9 make ideal partners, Five9 CEO Mike Burkland told me last week, because both are best-of-breed and have cloud-based offerings. In fact, Five9 is exclusively a cloud player, and he said that Calabrio is ahead of the other WFO players in moving to the cloud. For customers, he added, that means faster turn up of contact center and WFO solutions.

Burkland and Calabrio CEO Tom Goodmanson said customers are seeking more integrated suites to address customer service in this new omnichannel world and this environment in which companies are seeking to better understand customer behavior. The analytics capabilities of Calabrio’s WFO solution, added Goodmanson, can help marketing departments understand what promotions will be most relevant to what customers at what time, aid sales people in identifying hot and cold prospects, and just generally provide guidance on how to improve operations.

Calabrio and Five9 have been working together for several months, and Burkland and Goodmanson have known one another for a couple of years, they said. So this relationship is a response to customer requirements rather than to the other pairings in the industry, Burkland said.

Both companies cater to a range of customers. While the enterprise market is Five9’s sweet spot, it also serves the mid market. Calabrio, meanwhile, has customers with deployments ranging from five seats to 30,000 seats.

Edited by Maurice Nagle

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