Enterprise Performance Management
Simple and Holistic
Performance Management with Calabrio ONE
Calabrio ONE enables an intelligent, analytics-fueled approach to enterprise performance management. Automatically aggregate, analyze and track agent performance data. Enable targeted coaching and inspiring gamification. Leverage intuitive, holistic reporting visualizations that deliver relevant, compelling insights to agents, managers and supervisors. Motivate highly-engaged and high-performing agents. Deliver the outstanding customer experiences that drive business growth.
Get the Full Picture of Performance
Calabrio ONE automatically integrates data from across your contact center—and across your business—breaking down silos and fueling more complete, more accurate metrics and KPIs. Leverage data from anywhere in your organization—including case management, revenue, attendance, schedules, quality scores, NPS and skill sets—to understand at a glance what’s driving key performance indicators. Then take an efficient and effective path to adjust training as needed.
100% Capture: Capture and evaluate 100% of customer interactions with Calabrio Analytics.
Omni-Channel: Leverage text and speech-to-text analytics to pull together phone, email, text, chat, social media and more into a single, omni-channel view of customer interactions.
Any Data Source, Anywhere: Integrate key data streams from across the enterprise—including CRM, ERP, HR—to power multi-dimensional KPIs and reports.
Contact Center Focused Business Intelligence
Intuitive Reports Visualizations
Embedded Self-Service Analytics Tools
Aggregate, organize and analyze data from any source in the organization to create a comprehensive and balanced scorecard of performance.
Powerful, embedded analytics tools deliver KPIs and relevant insights in real time—instead of static calculations that lag a day behind.
Highly customizable dashboards give agents, supervisors and managers an at-a-glance view of the information most relevant to their jobs—including gamification and leaderboard tools.
Plain language and vivid visualizations make KPIs and reports easy for anyone in your organization to understand.
Advanced analytics tools are seamlessly embedded into performance management workflows and purposebuilt to be intuitive for anyone to use—making AI-fueled insights just a few clicks away.
Measure performance against business objectives. Calabrio ONE provides supervisors and managers with pre-built and highly customizable enterprise KPIs that enable you to move from simply tracking metrics to truly measuring performance against business objectives. Set enterprise-wide goals—that may vary based on team, group or service queue—and Calabrio ONE delivers visualizations that show how you’re performing.
Analytics-Driven Agent Evaulation & Coaching
Power smarter, more effective training. Calabrio ONE leverages embedded analytics tools to power predictive evaluations, enabling you to score 100% of customer interactions—and even get predictive NPS scores for every interaction—for a more accurate, detailed view of agent performance. Leverage agent profiles for a look at a specific agent’s performance trends and issues, informing smarter coaching and training.
5 Keys to Effective Performance Management
Success in the Experience Era
C-suite executives rank customer experience as a key priority of global business. Learn where 800 executives say their organization falls short.
Industry Insiders—Innovative Insights
Read what the experts are saying on the future of customer experience.
Health of the Contact Center Report
A recent study of 1,000 agents worldwide uncovers the true health of today’s contact centers. Read the report for key findings that can help you revitalize your agent experience.