New report helps organizations find the best agent management vendor across seven product and customer experience evaluation categories
Calabrio, the customer experience intelligence company, has been positioned in the top category as an Exemplary Vendor in Ventana Research’s 2022 Value Index on Agent Management. The report also recognizes Calabrio as a Value Index Leader for three areas: Capability, Usability and Manageability.
“Agent Management is critical for two reasons. First, agents represent the single largest ongoing cost for contact centers, which have been plagued by high turnover for so long that it is generally considered an unsolvable cost of doing business,” Keith Dawson, Vice President and Research Director for Customer Experience at Ventana Research “Second, agents are the direct point of contact with customers, meaning that poor performance directly affects customer satisfaction, loyalty, and ultimately revenue. Better trained and equipped agents provide interactions that are faster and more accurate.”
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“Agent Management Value Index: 2022 Vendor and Product Assessment.”
Ventana Research’s Value Index is a quantified, research-based report evaluating technology providers and products. The 2022 report ranks 18 vendors offering products that address the key elements of agent management. The Value Index is structured to replicate the RFI/RFP process by incorporating all criteria needed to evaluate, select, utilize, and maintain technology — and maintain relationships with vendors.
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“We are delighted to see Calabrio named an Exemplary Vendor in Ventana Research’s Agent Management report. Being positioned as a leader in this arena reflects the agent-centric nature with which we have built and continue to build the Calabrio ONE platform. Our vision to enrich human interactions focuses not just on managing and improving the experience of customers, but the frontline employees that meet them,” said Tom Goodmanson, president and CEO at Calabrio. “Similarly, at Calabrio we develop our software with the mantra of Easy, Personalized, and Smart, so to see Calabrio being ranked as a Value Index Leader in three out of five product experience categories reflects us succeeding with that approach.”
The Agent Management Value Index is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research’s mission to provide value to business and IT through advisory services, benchmark assessments, and workshops. Ventana Research’s goal is to help guide organizations to optimal efficiency in their use of technology investments for business and IT.
