Create intelligent benchmarks. Set smart goals. Show agents how they measure up to their peers. Inspire them to get better with click-of-a-button best practices sharing.

Evaluate in near real-time. Create a timely feedback loop. Give agents the personalized coaching they crave. Use desktop analytics to discover where agents get hung up.

Improve agent performance. It’s simple. More engaged agents are better agents.

Find the bottlenecks. See where conversations hit dead-ends. Spot the snags and the slow-downs. From lethargic systems to cumbersome processes.

Increase operational efficiency. See the big-picture trends. Recognize your opportunities to streamline workflows. Extract insights that drive better, faster service.

Mitigate risk and drive compliance. Increase script adherence. Prevent litigation and fines. Take action before issues cost you.

See your true advantages. Understand customer preferences. Gain a customer-centric view on competitive differentiators.

Create a consistent brand experience. Align the contact center with brand initiatives. Deliver a consistent customer experience at every touch point.

Hone messaging and campaigns. Hear what’s working—and what isn’t—directly from your customers.

Know your customer. Create rich customer profiles. Understand their needs and their frustrations. See how your brand fits in their lives.

Build intelligent sales workflows. Capture every upsell and cross-sell opportunity. Create smart sales workflows to drive successful closing.

Create entirely new revenue streams. Listen to the voice of your customer. Identify and deliver on unmet needs. Deepen customer connections and drive new revenue.

The only fully-integrated, multi-channel analytics solution including speech, text, and desktop analytics – in one unified suite. No add-ons required.

Calabrio Analytics combines the power of both phonetics and speech-to-text, giving organizations the most robust, accurate, and efficient speech analytics tool on the market.

Also known as Large Vocabulary Continuous Speech Recognition (LVCSR), Speech-to-Text transcribes audio to full-text transcripts, mining them for words, phrases, and context. It enables you to run ad hoc searches, perform in-depth investigations, understand sentiment and identify the root cause of issues that are most impactful to your success.

Industry leading Speech-to-Text:

• Accuracy rates consistently 5%-15% higher than other industry solutions – which is often the difference between understanding meaning and not.
• Powered by GPU-accelerated hardware to transcribe audio up to 150 times faster than real-time (5-6x faster per core than other industry solutions).

Phonetic speech recognition and processing converts sound data to phonemes (the building blocks of speech) and matches the phonemes to words and phrases. It’s fast, light on infrastructure, and because it’s not limited by a dictionary, you can easily tune it to recognize jargon, regional accents, proprietary names and other open vocabularies.

Calabrio Analytics uses artificial intelligence (AI) to drive better and faster predictive models from customer interactions. Our machine learning architecture predicts the outcomes that most affect your contact center and allows you to take proactive measures to improve your contact center operation.

Utilizes NPS survey data along with speech data to give you a Net Promoter Score for every single customer from 100% of your customer interaction data. Machine learning pin-points characteristics of customer interactions that have the biggest impact on satisfaction scores and translates this to insights on your larger customer base. The model becomes more accurate and fine-tunes itself the more customer surveys are completed.

Applies an AI model to manually completed evaluations along with speech analytics data to predict evaluation scores on 100% of all customer interactions. The average organization evaluates just 2% of all customer interactions but how do you know if those are the right interactions to evaluate? Predictive Evaluations allows you to select interactions with low predictive scores, helping you find the most impactful communications to analyze.