SOURCE: Calabrio

Calabrio

Calabrio

June 22, 2016 09:00 ET

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

Market Leaders Join Forces to Deliver Industry's Most Comprehensive Cloud Customer Engagement Solution

SAN RAMON, CA and MINNEAPOLIS, MN--(Marketwired - Jun 22, 2016) - 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.

"Calabrio is an ideal partner for Five9 as we share many of the same qualities," said Mike Burkland, CEO of Five9. "We both have multitenant cloud solutions leveraging customer analytics to empower enterprise clients to transform and modernize their contact centers; we are both recognized industry leaders; we are both experiencing high growth and taking market share from the on-premise legacy hardware-based providers; and we align culturally with a shared customer-first focus."

"We're moving quickly to deliver on our promise of the modern, powerful WFO alternative," said Tom Goodmanson, president and CEO of Calabrio. "This partnership makes a lot of sense as we help take our customers to the cloud. Calabrio and Five9 align on every level -- we're introducing the market to the future of contact centers and share a fresh approach to technology. We're both committed to providing elegant, easy-to-use software combined with the best support and service in the industry. And, we're transforming how contact centers run and are viewed by the business; we turn the contact center into a value center, accelerating sales, driving marketing effectiveness and improving the customer experience."

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.1 Calabrio was positioned as a Leader in the 2015 Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization.2

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."3

"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."4

Five9 and Calabrio will join forces with joint presentations and promotions at Call Center Week Conference and Expo in Las Vegas, June 27-July 1. Attendees can visit Five9's booth (1018) and Calabrio's booth (916) for more information on the partnership and cloud contact center software suite. 

1 Gartner, "Magic Quadrant for Contact Center as a Service (CCaaS), North America," Drew Kraus, Steve Blood, Daniel O'Connell, 15 October 2015
2 Gartner, "Magic Quadrant for Customer Engagement Center Workforce Optimization," Jim Davies, Sorell Slaymaker, 8 December 2015
3 Gartner, "Magic Quadrant for Contact Center as a Service (CCaaS), North America," Drew Kraus, Steve Blood, Daniel O'Connell, 15 October 2015
4 Gartner, "Magic Quadrant for Customer Engagement Center Workforce Optimization," Jim Davies, Sorell Slaymaker, 8 December 2015

Disclaimer: 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.

About Five9
Five9 is a leading provider of cloud contact center software for the enterprise market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses reliable, secure, compliant and scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit http://www.five9.com.

About Calabrio
Calabrio is a customer engagement software company that provides analytic insights to 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 solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. The company is a member of the Cisco Solution Partner Program and the Avaya DevConnect program. Find news and information at www.calabrio.com. Follow @calabrio on Twitter.

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.