Advanced Omnichannel Analytics—Harness the Voice of Your Customer
Elevate the Customer Experience
See the pain points. Identify customer friction points by monitoring interaction trends—from product or service delivery issues to snags in contact center processes.
Know your customers’ needs—before they’re spoken. Anticipate customer needs. Resolve issues faster. Deliver more personalized interactions with predictive analytics tools.
Deliver omnichannel experiences. Connect advanced speech analytics and text analytics tools across every channel. Drive consistent, omnichannel customer experiences.
Enhance Employee Engagement
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.
Drive Key Contact Center Performance Metrics
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.
Enable Customer-Centric Marketing
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.
See Calabrio’s full range of intelligent analytics tools and functionalities.
Calabrio Analytics Overview
Beverage Manufacturer Protects the Bottom Line with Calabrio Analytics
“Another area we are using Speech Analytics is in our product team, how to better service the client. Our product team can say, ‘what does the customer want?’ or ‘what is the agent recommending?’ and that will help us develop packages or policies to better serve the client.”
See raw data transformed into rich business insights.
HOW TO SUCCEED
Learn how analytics can help uncover customers needs, identify factors causing negative experiences and reduce agent turnover.
Transforming the Contact Center into a Customer Intelligence Hub
Learn how advanced contact center analytics technology can unlock rich voice-of-the-customer (VOC) insights and drive business value.