Calabrio ONE

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 agents’ 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. Flexible employee engagement solutions build team camaraderie and motivate agents to not only get better but 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 Interaction Analytics. Autoscoring gives you a Net Promoter Score and predictive quality score for 100% of interactions. Purpose-built machine learning models leverage historical survey data for accurate, predictive scoring.