Contact Center Speech Analytics Software

Mine every conversation for actionable intelligence with AI-driven speech analytics

Pinpoint and analyze every crucial moment with AI-powered speech analytics tools. Automatically surface insights that improve customer experience, boost agent performance, and optimize efficiency.

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Build a searchable interaction record with high-fidelity transcription tailored to diverse industries, regions, and compliance needs.

Instantly understand customer and agent emotions. Track trends and zero in on key turning points for deeper insight.

Identify top customer issues with automated topic modeling and conduct root cause analysis of operational issues.

Accelerate impact with AI-generated summaries and evaluations that surface the most relevant insights.

Trusted by global brands

AI-powered speech analytics solutions

Conversation insights that lower costs and enhance experiences, right at your fingertips

Translate the complexities of agent-customer conversations into easy-to-understand metrics and clear insights on common complaints, barriers to service, agent knowledge gaps, and more.

Unlock conversation intelligence without limits using next-generation, GenAI-enabled speech analytics tools built to empower agents and engage customers.

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AI-powered Speech-to-Text

Reliable, high-performance transcription

Lay the foundation for game-changing intelligence with reliable interaction recording and accurate, timely transcription services. Crafted to your business’s unique linguistic, regional, and industry requirements, our cloud-based infrastructure and speech-to-text solutions offer unparalleled flexibility and scalability to evolve alongside changing needs and technologies.

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Customer & Agent Sentiment Analysis

Understand the emotions driving your interactions

Go beneath the surface and get a nuanced, real-time view of your customer-agent interactions. Pinpoint crucial, difference-making moments and track sentiment shifts throughout a conversation. Understand what’s impacting or impeding better agent and customer experiences. Identify drivers of satisfaction or churn. And develop more targeted coaching and support with customizable speech analytics tech tailored to your specific CX metrics and goals.

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Actionable AI-Driven Insights

Focus on what drives the most—and fastest—impact

Eliminate manual tasks and accelerate time-to-value with cutting-edge AI-powered analytics tools. Leverage automated QM to evaluate 100% of interactions, instantly generate interaction summaries, and empower agents with personalized, actionable insights in real time. Streamline root cause analysis and eliminate bottle necks. Correlate speech and sentiment insights with desktop analytics and WEM data for a truly comprehensive view of your contact center operation.

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GreenPath Financial lacked visibility into marketing impact. With Calabrio tools, they harnessed the voice of their customer to rapidly increase target audience call volume—and improve NPS by 15%

Kristen Holt

CEO, GreenPath Financial

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When 1,500 contact center members are handling nearly 9 million global interactions each year, long holds and silence times add up in a big way. Calabrio helped Peckham understand and address root causes—and ultimately drive an extra $2.7 million in annual topline revenue.

Peckham

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To hit aggressive goals, Idaho Central needed a better way to make real-time quality and sentiment scores available to their teams. Calabrio delivered the right tools—as well as 19% growth in positive NPS, even as call volumes spiked unexpectedly.

Brian Bunderson

Member Contact Center Managerm, Idaho Central Credit Union

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Unlock the Strategic Value Hidden in Every Conversation

Your contact center handles thousands, even millions, of customer calls each year, each one packed with valuable insights about customer needs, product feedback, and agent performance.

Manually listening to even a small fraction of these calls is time-consuming, costly, and fails to capture the full picture—valuable intelligence remains locked away in unstructured audio data.

Calabrio’s AI-powered Speech Analytics changes the game. By automatically transcribing and analyzing 100% of your voice interactions, it surfaces the critical moments, trends, and sentiments hidden within every conversation. Transform call recordings from simple compliance records into a strategic goldmine, and drive value far beyond the contact center.

Use AI-driven contact center speech analytics software to:

Enhance Customer Experiences

Dive deep into customer conversations to understand the true drivers of satisfaction and dissatisfaction. Automatically analyze sentiment, emotion, and customer effort across 100% of calls to pinpoint specific friction points, identify unmet needs, and make targeted improvements that boost loyalty and improve CSAT and NPS.

Engage Agents & Increase Productivity

Provide objective, data-driven context for agent coaching and quality management. Identify specific behaviors, language use, and patterns associated with successful outcomes to promote best practices. Uncover system and process hurdles causing agent frustration and use interaction insights for bias-free, personalized evaluations and comprehensive development plans.

Increase Efficiency & Reduce Costs

Go beyond guesswork and understand the sources of costly operational issues. Automatically identify root causes for repeat contacts, drivers of long handle times, and the reasons for escalations. Use insights to optimize agent workflows, IVR journeys, self-service tools, chatbots, and training programs, significantly reducing wasted time and resources.

Strengthen Compliance & Mitigate Risk

Automate the crucial task of monitoring calls for regulatory and policy adherence. Monitor 100% of relevant interactions and leverage keywords and phrase matching to verify required script usage, confirm mandatory disclosures, detect policy breaches, and flag potential fraud indicators. Maintain an easily searchable audio record for efficient dispute resolution and reduced compliance exposure.

Capture Vital Product & Competitive Insights

Turn everyday customer conversations into a powerful source of Voice of the Customer intelligence. Automatically extract unsolicited feedback on product features, usability pain points, service gaps, competitor mentions, and emerging trends directly from call data to inform product roadmaps and strategic planning.

Improve Sales & Marketing Effectiveness

Analyze sales calls and service interactions to uncover what drives conversions, revenue growth, and retention. Identify successful techniques and campaigns, common objections and effective rebuttals, buying signals, and missed opportunities. Leverage insights to refine scripts, tailor agent coaching, improve lead generation, and capitalize on revenue potential within your existing customer base.

Why Calabrio

Powering more meaningful, more human connections

Calabrio solutions are trusted by millions of agents and counting because we help unlock the true voice of the customer and deliver what brands crave: engaging interactions, real data-driven intelligence, and sustainable growth.

540%+

ROI

20%+

Increase in First Call Resolution Rate

30%+

Increase in Contact Center Productivity

91%

Customer Satisfaction

4.5 (264 Reviews)

4.5 (311 Reviews)

4.5 (194 Reviews)

4.4 (42 Reviews)

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Customer Reviews

Leading conversation intelligence tools built—and trusted—to enrich and understand human interactions

See why customers choose Calabrio to quickly turn insights into revenue-boosting action.

“Calabrio is the only WFO vendor that combines speech, desktop and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends”

Adil G

Enterprise System Specialist

“I love that there are multiple resources within Calabrio ONE. The software is continually being updated and innovated to grow as the business grows. The Analytics tool can be game-changing for many different business types.”

Courtney R

Mid-Market Workforce Management Analyst

“Calabrio's Contact Center Workforce Optimization suite is a standout solution that provides a comprehensive set of tools for managing and optimizing contact center operations. Its strengths in forecasting, scheduling, quality management, and analytics make it a valuable asset for any contact center aiming to improve efficiency and customer satisfaction.”

Verified User

Mid-Market Automotive Organization