Calabrio QM – Leading Contact Center Quality Management Software
The all-in-one solution for contact center call quality monitoring
Get a full picture of interaction quality with AI-powered scoring
Leverage intelligent automation to drive efficiency across your QM program
Pinpoint training opportunities and empower agent self-improvement with AI.
Get a full picture of interaction quality with AI-powered scoring
Leverage intelligent automation to drive efficiency across your QM program
Pinpoint training opportunities and empower agent self-improvement with AI.Schedule a demo with our team!
Leading brands trust Calabrio
Experience the World’s Best QM for Yourself
Make Quick and Accurate Business Decisions With These Powerful Features
With Calabrio Quality Management You Will
Turn challenges into competitive advantages and deliver powerful value to your customers.
Get a full picture of interaction quality
Motivate and empower agents to be brand guardians
Boost development and inspire healthy competition
Transform Your Contact Center with these Features
- Omnichannel Call Capture
- Media Player
- Performance Coaching
- Gamification
- Automated Reporting
- Predictions & Visualizations
A single integrated platform ensures 100% capture of every interaction across traditional and digital channels, including desktop recording. Every call, email, chat, text, and tweet are ready to be transformed into highly usable customer-centric data, stored securely in the cloud.
All your evaluation tools and contact insights in one place—no extra windows or clicking. Access audio and screen recordings, contact information, predictive analytics, and evaluation forms in a simple-to-absorb, unified desktop view, built for modern user habits.
Using AI, identify agent’s specific skill gaps and give them the right training at the right time, tailored to their performance needs. Track the effectiveness of your coaches and ensure agents receive the right coaching. Gain access to consistent performance insights and metrics across teams.
Built-in gamification tools make it easy to create healthy competition among peers. Engage agents, build team camaraderie, and motivate agents to get better and be their best.
Our suite-wide AI-fueled business intelligence tool makes it easy to build and automate custom reports that pull together quality management data to view alongside workforce management and analytics data, so you see the big picture.
Visualize insights, anticipate needs, and focus on the right conversations through seamless integration with Calabrio Analytics. Get a Net Promoter Score and predictive quality score for 100% of interactions. Purpose-built machine learning models that leverage historical survey data for accurate, predictive scoring.
Visualize insights, anticipate needs, and focus on the right conversations through seamless integration with Calabrio Analytics. Get a Net Promoter Score and predictive quality score for 100% of interactions. Purpose-built machine learning models that leverage historical survey data for accurate, predictive scoring.
Rocket Experiences with a Truly Holistic View Of Your Contact Center
See Why Customers Choose Calabrio
Loved by many organizations to quickly turn insights into revenue-boosting action.
“like that everyone has access to view all schedules for all employees and not just management. It helps when you want to trade shifts with someone. It shows whois all logged inandiit also shows your adherence. I ike that the adherence feature has the time for which you switched AUX codes. It is very helpful to have your schedule, the teams schedule, time off requests in one place. | also like that it shows average handle time, average talk time, ready time, average after call work and answered calls in one place.”
Pololani P.
Student Services Associate
“Straightforward forecasting, the schedule interface allows easy visibility for channel planning and skill adjustments during the week. The RTA alarms are really useful. Being able to divide the workforce into teams and groups really helps with information management.”
David H.
Customer Care Supervisor
“This s the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to ‘avoid lost hours. You can also access daily records of agents. workflow. Work avoidance can be easily determine by this tool”
Charles Angelo V.
Quality Analyst
“like that everyone has access to view all schedules for all employees and not just management. It helps when you want to trade shifts with someone. It shows whois all logged inandiit also shows your adherence. I ike that the adherence feature has the time for which you switched AUX codes. It is very helpful to have your schedule, the teams schedule, time off requests in one place. | also like that it shows average handle time, average talk time, ready time, average after call work and answered calls in one place.”
Pololani P.
Student Services Associate
“Straightforward forecasting, the schedule interface allows easy visibility for channel planning and skill adjustments during the week. The RTA alarms are really useful. Being able to divide the workforce into teams and groups really helps with information management.”
David H.
Customer Care Supervisor
“This s the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to ‘avoid lost hours. You can also access daily records of agents. workflow. Work avoidance can be easily determine by this tool”
Charles Angelo V.
Quality Analyst
