Calabrio – Calabrio Analytics

About 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.

About 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/

  • ACD
    • Multiple Skill Groups Supported
  • CTI
    • Multisite Routing
    • Queue Optimization
    • Abandoned Call Recovery
    • Screen Pop
    • DeskTop Integration
  • Workforce Management
    • Workforce Scheduler
    • Intraday management
    • Reforecast based on intraday management
    • Automated Workflows
    • Support Languages
    • Multi Site Virtual Contact Center
    • Centralized Administration for Multi Site
    • Access by Individual User
    • The Solution Maintains an Audit Trail
    • Multi Channel Forecasting
    • Allow for Outbound Forecasting
    • Account for Holidays, Seasonality
    • Number of Weeks solution can be scheduled ahead of time
    • Support Split shifts
    • Support Agent Preferences/bidding
    • Allow manual manipulation and editing
    • Long-term forecasting and planning
    • Unlimited months forecasted
    • Long-term budget planning
    • Track and Support historical agent adherence
    • Track and Support real-time agent adherence
  • Performance Management
    • Provide Performance Management Scorecard
    • Implement targets to groups/functions
    • Compare employee performance against peers
    • Link Objectives to targets/rewards
    • Help identify strengths and weaknesses
    • Reward and incentive solution
    • Gamification
  • Training and Coaching
    • agent coaching
    • elearning
    • classroom training
  • Workforce Optimizaton Suite
    • Workforce Optimizaton Suite
  • Quality Monitoring
    • Real-time monitoring of voice and screen
    • Web interface
    • Schedule for call recording
    • Playback for any LAN/WAN workstation
    • Speech Analytics
    • Analytics based on keywords or phrases
    • Screen Playback synchronized with audio
    • Instantaneous call retrieval
    • Flexible rules editor
    • VoiP recording
    • Calls automatically routed to evaluators
    • Search for call on Ad hoc basis
    • Efficiency in filling out forms
    • Integrated Reporting
    • Multi-site Recording
    • Screen Recording
    • Virtual Contact Center Recording
    • Compliance monitoring
  • Language Capabilities
    • Multi Language Capabilities
    • Multi Language Machine Translation
    • Multi Lingual text analysis
  • BPO
    • Inbound
    • Outbound
    • Blended
    • BPO Email
    • BPO Social
    • BPO Onshore
    • BPO Offshore
    • Virtual agent recruitment/staffing
  • Number of Agents
    • 1 - 50 Agents
    • 51 - 150 Agents
    • 151 - 250 Agents
    • 251 - 500 Agents
    • 501 - 1000 Agents
    • Over 1000 Agents
  • Integration
    • Systems Integration
    • CRM Integration
    • Salesforce Integration
    • Microsoft Integration
    • Front and Back Office Integration
    • Other Consulting Services

Directory Categories

  • Cloud Contact Center Solutions
  • CIM and Customer Care Resources
  • Multichannel - OmniChannel Call Center Software
  • Predictive Analytics - Speech Predictive Analytics Software
  • Customer Experience Feedback and Analysis
  • Workforce Optimization