CRMXchange Solution Vendor: Calabrio

Calabrio

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) and employee engagement suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

Products by Calabrio

Calabrio ONE Workforce Optimization Suite

Build a Modern Contact Center. Transform Your Entire Business.

Call Recording | Quality Management | Workforce Management | Analytics | BI Reporting

Calabrio ONE gives you a complete and fully integrated Workforce Optimization suite that empowers you to solve critical contact center challenges, drive immediate and measurable performance improvements in your multi-channel contact center, and harness the voice of the customer to deliver clear insights that support business objectives across your organization.

Calabrio ONE creates a new paradigm for integration in the modern contact center. Gone is the burden of managing separate systems for call recording, quality management, workforce management, analytics and reporting. Calabrio ONE seamlessly combines a fully integrated WFO suite, a comprehensive data integration and reporting platform, and powerful voice-of-the-customer analytics tools.

Integrated call recording and quality management allow you to automatically capture and evaluate 100 percent of your customer interactions.

Calabrio ONE’s user-friendly analytics tool allows you to easily go deeper. Search for key phrases like, “speak to supervisor.” Browse search results and drill down to review a single call. Calabrio ONE lets you review the audio call recording, while viewing the screen capture alongside the quality evaluation, full speech-to-text transcription, and the customer’s post-call survey—all in a single view.

Innovative organizations in a wide range of industries are leveraging Calabrio ONE’s sophisticated analytics engines and intuitive outputs to bring the voice of the customer to life—gaining predictive and prescriptive insights that deliver value to sales, marketing, IT, product development and business development teams.

Calabrio ONE’s workforce management solution drives smart forecasting and scheduling. Agents gain valuable flexibility to manage their work/life balance with Calabrio ONE’s unique scheduling tools. Dynamic Availability lets agents indicate availability, Dynamic Scheduling allows them to easily choose open shifts, and Intraday Dynamic Scheduling allows agents to respond to voluntary time off and overtime offers as they become available. Agents can manage all of this through a simple, mobile-friendly interface—anytime, anywhere, on any device.

Calabrio Workforce Management

Smart Scheduling & Dynamic Employee Engagement.

Its time for a modern approach to workforce management. Hone forecasting, streamline scheduling and administration and free managers to focus on adding value. Engage employees with Dynamic Scheduling, timely feedback and gamification tools. Put the right people in the right places. Empower them to work smarter. Deliver a consistent and outstanding customer experience.

Calabrio Quality Management

Smarter Quality Management. Better Customer Experiences. Capture & Evaluate Every Customer Interaction.

Every interaction is an opportunity. Strengthen relationships, deepen loyalty and drive measurable impact across your business. Automate recording and reporting and streamline evaluations - so you can spend more time coaching and leading. Create shorter feedback looks to engage and motivate agents. Use intelligent analytics to focus your attention where it matter most. Let the voice of the customer lead the way to consistent, outstanding customer experiences. Tune out the noise and hone in on the insights you need to meet your contact center goals and drive business value.

Drive consistency across every channel - calls, emails, chats, social media - capture and evaluate every interaction for customer service quality.

Calabrio Analytics

Customer-Centric Intelligence that Drives Business Forward:

Sophisticated speech, desktop, and text analytics unlock the goldmine of intelligence buried in your contact center. Transform every customer interaction into usable data. Distill that data into key trends. Extract insights to drive profitable change in the contact center and across your business. Its time to harness the true voice of your customer through AI powered customer interaction analytics.

https://www.calabrio.com/products/calabrio-analytics/