In today’s hyper-connected world, customer conversations are more than just exchanges of information—they’re goldmines of insight. Every question asked, every concern raised, and every moment of silence tells a story about the customer experience.
At Calabrio, we believe the lessons of these stories should be heard, understood, and acted upon to unlock greater efficiency, empower and engage agents, and ultimately deliver exceptional customer experiences.
That’s why we’re continuously evolving our Conversation Intelligence capabilities within the Calabrio ONE suite. By converting raw, unorganized customer interactions into structured, searchable data, Conversation Intelligence empowers deeper analysis and faster action to help contact centers listen more intelligently, act more purposefully, and improve more rapidly.
That’s also why, as we improve our solutions, we’re not just building features for the sake of innovation—we’re designing tools that directly respond to the real challenges our customers face: increasing quality expectations, expanding global footprints, rising data complexity, and the growing need for agility.
With Customer Expectations at an All-Time High, Conversation Intelligence Matters More Than Ever
The modern customer journey is more complex—and demanding—than ever:
- Personalization is table stakes. 71% of consumers expect it, and 76% are frustrated without it.
- Availability and speed are in high demand. Digital-first consumers increasingly expect instant, 24/7 access to support, as well as seamless service across multiple channels.
- Empathy still matters. While digital self-service is becoming more common and much more capable, human support remains essential—and, for many, expected—for handling customers’ complex or emotional issues.
- Reputation is everything. As customers ask more from brands, social media and online reviews amplify the impact of both delight and disappointment. Just one bad experience and 26% of customers consider leaving. Two bad experiences? The number jumps to 70%.
The vast majority of brands now expect to compete primarily on CX. To keep pace with customers’ rising demands, it is now more important than ever for contact centers to analyze interactions and extract actionable insights at speed and scale.
The Future of Quality is Here
Alongside the evolution in expectations, businesses are witnessing a revolution in technology. AI is fundamentally reshaping quality practices in contact centers and fueling a paradigm shift from Manual QM to Auto QM.
At Calabrio, we’ve set out to help our customers not just leverage this transformation but lead it. With multiple acquisitions accelerating our development, we’ve presented the world’s fastest-to-value Auto QM solution.
Building on our decades of experience in helping customers evaluate and understand interactions, we’ve pre-packaged the most sophisticated generative AI models to automate quality management and score every aspect of every single interaction. Plus, our dedicated AI engineering team has crafted a pre-built, certified question library—so that you can unlock the immense value of Auto QM starting on day one.
📊 61% of contact center leaders saw an increase in difficult conversations over the past year.
📊 Only 36% of contact centers have true omnichannel capabilities.
However, Auto QM is just one aspect of Calabrio’s broader vision for Conversation Intelligence. Our experts have developed an array of new features and enhanced capabilities that are directly geared to helping contact centers solve the most pressing challenges they face today.
With our Conversation Intelligence solutions, we aim to:
- Empower analysts and evaluators with fast, accurate insights they can trust.
- Support supervisors and managers with actionable data to coach and guide teams.
- Enable executives to identify trends and opportunities for continuous improvement.
Explore Our Latest Conversation Intelligence Features and Capabilities
The new features we’ve released are powerful accelerators of our mission—tools that simplify complexity, increase transparency, and elevate the quality of service across every one of our customers’ interactions. Find out more below about how Calabrio is helping deliver Conversation Intelligence without limits.
Enhanced, GenAI-powered Auto QM
Calabrio’s advanced GenAI-powered engine now drives unprecedented flexibility and precision within Auto QM. With an expanded Certified Question Library, Intelligent Phrase-Match Scoring, Performance Targets, and the new Bring Your Own Questions feature, automated evaluations are more accurate, customizable, and effective than ever before.
Why We Built It:
📊 73% of leaders think AI will unlock deeper customer insights, enabling contact centers to anticipate needs and deliver hyper-personalized experiences.
Quality management isn’t one-size-fits-all. Contact centers need flexible tools that evolve with their unique business goals. Our fully configurable Auto QM delivers:
- Total automation: Score 100% of interactions automatically with sophisticated generative AI.
- Deep customization: Create customized evaluation questions that reflect your brand, culture, and policies. Set measurable targets aligned to performance standards and internal benchmarks.
- Enhanced accuracy and control: Use Certified Question Library to maintain consistency and ensure best practices. Leverage Intelligent Phrase-Match Scoring to score calls based on what matters most to your organization.
- Faster coaching through contextual awareness: Identify the most common and emerging conversation themes using Trending Topics—then align Auto QM scoring to those trends, enabling managers to take faster, more targeted coaching actions.
- Clearer picture of performance: Auto QM results flow directly into pre-built dashboards in both Insights and the new Performance Management, giving managers a clearer picture of agent performance.
Interaction Summary Now Available for All Analytics Customers
AI-powered summaries now provide every Analytics customer with comprehensive, unbiased overviews of interactions.
Why We Built It:
📊 59% of contact centers fail to provide ongoing coaching and support for agents using AI.
Evaluating thousands of interactions manually is neither scalable nor sustainable. By expanding access to Interaction Summaries, we’re making it easier to:
- Capture the essence of every customer conversation—without listening to the full call.
- Get unbiased summaries that reduce manual interpretation.
- Identify outliers, monitor compliance, and prioritize coaching in a fraction of the time.
This levels the playing field. Whether you’re a large enterprise or a growing contact center, you deserve access to tools that save time and drive better outcomes.
Rebuilt Sentiment Analysis Engine Powers Deeper Insights
Conversation Intelligence doesn’t just empower teams to act on what customers and agents are saying. It also delivers insights on how they’re saying it—and soon, with greater depth, accuracy, and context than ever, thanks to the power of an all-new GenAI-powered sentiment engine.
Why We Built It:
Sentiment analysis tools have long used predefined rules and pattern recognition to identify the sentiments that drive customer interactions. Legacy tools may fail to consider wider contexts or accurately identify more nuanced emotions. With the integration of leading-edge GenAI, Calabrio’s upgraded Sentiment Analysis solution will deliver:
- Greater precision: More accurately detect nuanced sentiment across complex conversations, including sarcasm, frustration, satisfaction, and more, with GenAI that continuously learns from your interactions.
- Clearer visibility: Pinpoint key shifts with agent and customer sentiment separation, and track sentiment trends tied to audio timelines within the Media Player.
- Improved efficiency: Streamline QA workflows with the ability to search and filter conversations by customer sentiment.
- Increased transparency: Understand the why behind each sentiment score with AI-driven sentiment reasoning.
- Bigger, faster impact: Engage agents and coach more effectively with rapid access to highly accurate, explainable, and actionable emotional intelligence.
Interaction Tool – Bulk Deletion
Bulk deletion allows easy removal of erroneous or sensitive interactions—enhancing data security and enabling compliance.
Why We Built It:
Data management shouldn’t require a ticket to engineering. Our customers, especially in regulated industries, need to act fast.
With Bulk Deletion, users can:
- Remove sensitive or incorrect data efficiently.
- Stay compliant with regulations like GDPR and CCPA.
- Reduce dependency on engineering and minimize support case volume.
It’s about control and trust. Your data is yours—and now you have the power to manage it.
Transcription Engine Update
Enhanced transcription accuracy, faster turnaround, and broader language support, ensure higher-quality, efficient, and globally applicable transcriptions tailored to industry-specific needs.
Why We Built It:
📊 98% of contact centers now use AI, yet 61% report interactions are more complex, not less.
Accurate transcription is the foundation of any robust analytics program. Without it, your analysis is flawed from the start. As Calabrio customers expand globally and operate across industries with unique vocabularies, standard transcription tools simply can’t keep up.
With our update, we’ve delivered:
- More languages and dialects to support a global customer base.
- Faster turnaround so insights don’t lag behind conversations.
- Improved integration across Calabrio ONE, ensuring cleaner data flows into Interaction Summary, Auto QM, Sentiment, and Trending Topics.
This is about building intelligence on a rock-solid foundation—no matter where you are or what you do.
What It All Means for You
At Calabrio, we build because we listen.
We believe that contact centers are the heartbeat of the customer experience. We believe your time is valuable, your data is powerful, and your teams deserve tools that make them better, faster, and more confident.
💬 “The best contact centers won’t just adopt AI—they’ll strategically integrate it to drive efficiency, empower agents, and create better customer experiences.”
Our 2025 enhancements form a forward-thinking suite designed to help you:
- Listen deeply through smarter transcription and sentiment analysis.
- Understand instantly with AI-generated summaries.
- Act securely with user-controlled data deletion.
- Coach effectively with customizable AI evaluations.
We’re proud of what we’ve built—but more importantly, we’re proud of why we built it: for you, your customers, and the future of contact centers.
👉 For more information on these new features and how they can transform your contact center, reach out to your Calabrio representative or visit us at calabrio.com.
