CommunityWFM’s acquisition reflects WEM’s decline into checkbox features within CCaaS and CRM platforms rather than true sources of value. Buyers must demand vendor investment in integration and workflow that meets the original WEM design ambitions.
The Verint–Calabrio merger ends Calabrio’s run as the last major independent WEM provider and signals a new chapter, combining Verint’s AI automation with Calabrio’s WEM expertise to reshape workforce engagement for human and digital agents.
Wouldn’t it be great if an agent with only 2 minutes left on their shift doesn’t get routed a complaint call that will likely take at least 5 minutes to resolve. Wouldn’t it be great if an agent whose recent evaluations show they are struggling with upsell calls doesn’t get routed a qualified lead only to fail again.