Leading Workforce Optimization Suite for Contact Centers: Everything You Need for Workforce Performance

Seize every opportunity to improve with a modern quality management solution that boost time-to-impact and scale alongside your team’s needs. Uncover hidden insights and score 100% of interactions with fully configurable, AI-driven Auto QM that delivers consistent evaluations aligned to your business goals and compliance standards. Eliminate after-call work, streamline reviews, and empower agents with faster feedback by leveraging dynamic, AI-generated interaction summaries. Plus, gain full visibility into live interactions and agent workflows with real-time monitoring and screen recording.

Unlock the full potential of conversation intelligence with Calabrio Analytics. Leverage AI-driven interaction analytics tailored to your unique business for insights that make a real impact. Understand why your customers reach out, how they feel during each interaction, and what drives those emotions. Transform every conversation into actionable insights and quickly respond with data-driven strategies that empower employees and fuel continuous improvement across the contact center. 

Engage agents, reduce costly attrition, and elevate customer experiences with a complete performance management solution. Support more effective coaching as you empower agents with everything they need to solve challenges, track goals, and manage their own success. The integrated My Calabrio portal surrounds the agent with love, delivering seamless access to feedback, scheduling, gamification features, and personalized insights in one convenient place.

Gain unprecedented visibility into your conversational chatbot and voicebot performance. Leverage sophisticated Bot Analytics that monitors the metrics that matter most and accelerates chatbot teams’ ability to make impactful improvements. Successfully automate more of your conversations, deliver effective support for your customers with virtual and human agents, and maximize ROI with lower costs and greater productivity.

Break down silos and unleash the full power of your contact center data. Calabrio Insights cuts through the chaos of disconnected dashboards and spreadsheets, delivering a unified view of both agent and customer experiences. Vital performance metrics, quality scores, and workforce data automatically flow into a centralized reporting engine that empowers coaches, analysts, and leaders alike to quickly spot issues, trends, and opportunities—and take decisive, data-driven action at the speed their contact center and customers require.