23 junio 2016

Five9 and Calabrio Announce Strategic Partnership to Offer Contact Center Software Plus Workforce Optimization With Analytics

Five9 (NASDAQ: FIVN), a leading provider of cloud contact center software, and Calabrio, a leading provider of customer engagement and analytics software, today announced a strategic partnership in which Five9 will resell Calabrio's Workforce Optimization (WFO) software offering. In addition, Calabrio will resell the entire Five9 Cloud Contact Center suite. This partnership leads the way in meeting the modern enterprise demand to purchase and deploy full contact center technology suites in lieu of siloed software solutions.
Calabrio provides a comprehensive WFO suite -- including Quality Management (QM), Workforce Management (WFM), and extensive customer analytics tools (speech, text and desktop analytics) -- all from a multitenant, cloud-based solution. Five9 will resell the entire Calabrio ONE® WFO suite in combination with the award-winning Five9 Virtual Contact Center (VCC).
As part of the agreement, Calabrio will resell the full portfolio of end-to-end contact center software solutions from Five9. Calabrio and Five9 have been working together for several months and have completed the integration of their solutions. The integrated offering is now generally available.
Five9 and Calabrio are driving their respective categories in the race to modernize contact centers via cloud-based, easy-to-use-and-deploy software with unmatched customer support. Five9 was recognized as a Leader in the 2015 Gartner Magic Quadrant for Contact Center as a Service (CCaaS), North America. Calabrio was positioned as a Leader in the 2015 Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization.
The two industry leaders have paved the way in ushering contact center technology to the cloud for customers of all sizes.
According to Gartner Research Vice President Drew Kraus, et al, "The CCaaS market has been growing rapidly."
"Support for WFO as a service is beginning to emerge, with many solutions now supporting multitenant architectures. However, rather than owning their own cloud data centers, most vendors rely on partners to deliver this type of deployment," wrote Jim Davies, research director for Gartner, et al. "The ability to support both on-premises and WFO-as-a-service deployments is also key."