Calabrio – Calabrio Quality Management

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 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.

  • Multi-channel - Omni Channel
    • Unified contact channels
    • Unified Administration
    • Unified Reporting
    • Unified Comminications
  • 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
    • Link specific areas of skill development
    • Gamification
  • Training and Coaching
    • agent coaching
  • 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
    • Voice and screen saved in standard file formats
    • 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
    • Open Source Recording
    • Compliance monitoring
  • Language Capabilities
    • Multi Language Capabilities
  • 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
    • SugarCRM Integration
    • Front and Back Office Integration
    • Other Consulting Services

Directory Categories

  • Cloud Contact Center Solutions
  • Call Center Agent Monitoring Software
  • Customer Interaction Management - Find Customer Care Resources
  • Multichannel and Omnichannel Call Center
  • Customer Experience Feedback and Analysis
  • Workforce Optimization