Investment Firm Buys Calabrio

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Investment Firm Buys Calabrio

August 30, 2016

Global investment firm KKR today announced plans to buy Calabrio for an undisclosed sum. The deal will enable the workforce optimization company to scale to the next level.

“Calabrio has become one of the fastest-growing, quality companies in workforce optimization and customer engagement,” said John Park, director at KKR and a member of KKR’s technology team. “With our partnership, we hope to accelerate the company’s growth even further as the world continues to move toward a customer engagement model through omnichannel integration.”

Calabrio was founded in 2007 when it attracted funding from BlueStream Ventures and Split Rock Partners. A leader in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Optimization in 2015, Calabrio sells a solution called Calabrio ONE that includes call recording, quality management, comprehensive analytics and a workforce optimization suite. The company serves more than 4,000 companies, including Boeing, Maersk, REI and VITAS Healthcare.

“Being named a leader in Gartner’s Magic Quadrant was a huge accolade for us, but that’s just the tip of the iceberg for us,” Calabrio President and CEO Tom Goodmanson told me in a recent interview. “We don’t just want to be the leader – we want to elevate the industry as a whole. The opportunities the contact center provides businesses are endless. By designing solutions alongside our customers that give them the right tools to better serve their customers we can transform the contact center into the epicenter of the customer journey and a leading driver of business growth.”

There has recently been a spate of new mergers and acquisitions in the customer care arena. That includes NICE’s acquisition of inContact. In the wake of that announcement, Calabrio and Five9 recently announced an alliance that involves the companies integrating their products, which both companies will bring to market.

Five9 has a Virtual Contact Center platform that 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.

Calabrio did not immediately respond to how or if its acquisition by KKR would impact the previously announced alliance with Five9.

Edited by Alicia Young

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