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KKR to Acquire Customer Analytics Software Provider Calabrio



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Calabrio, a provider of customer engagement and analytics software, and KKR, a global investment firm, have entered into a definitive purchase agreement whereby KKR will acquire Calabrio. Financial terms of the transaction were not disclosed. The closing of the transaction is subject to receipt of regulatory approvals and other customary closing conditions.

Founded in 2007, Calabrio provides products and services to help companies better understand their customers and leverage insights to catalyze growth. The Calabrio ONE software suite is a unified workforce optimization (WFO) solution—including call recording, quality management, workforce management and voice-of-the-customer analytics—that records, captures, and analyzes customer engagement center interactions to improve the customer experience and drive top-line business growth.

More than 4,000 companies worldwide use Calabrio for their multi-channel contact centers, including Boeing, Maersk, REI, and VITAS Healthcare.

Evaluating data to measure and improve upon success is not only the direction the WFO market is heading, but where the world is heading, said Vincent Letteri, director at KKR and a member of KKR’s technology team.

Citing a 2015 PwC survey of CEOs that ranked data mining and analytics as the second most strategically important digital technology and organization capability, only behind mobile technologies for customer engagement, KKR said that CEOs also believe that data and analytics is the most important capability for delivering a better customer experience and business efficiencies. 

With this partnership, said John Park, director at KKR and a member of KKR’s technology team, KKR hopes to further accelerate Calabrio’s growth as the world continues to move toward a customer engagement model through omnichannel integration.

According to KKR, it has invested over $17 billion of equity across the technology, media, and telecom sectors since 1983. Recent software investments include Darktrace (enterprise cyber threat defense software), Jitterbit (integration solutions for the modern business), Mitchell International (technology and information solutions across the property and casualty industry), and Epicor (industry-specific enterprise software solutions in the manufacturing, distribution and retail sectors), a transaction that is subject to closing.

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