Trusted by global brands
Call Recording Demo
See how Call Recording works
Watch how Calabrio’s call recording solution translates interactions into actionable insights.
Demo Type
Feature
- Calabrio One Suite
- Call Recording
Call Recording Features
Call & interaction recording tailor-made for the modern contact center
Capture voice-of-customer insights across digital and traditional channels. Understand how to deepen loyalty, expand market share, build customer-centric strategies—and turn your contact center into a growth center.
Put Secure Call Recording at the Core of Customer Experience Excellence
Understand and elevate all customer interactions—while navigating data security issues. Provide a seamless user experience and give your contact center leaders and compliance teams peace of mind. Securely and reliably capture 100% of calls.
Boost the Power of Each Interaction with Integrated Solutions
Your customer interaction data is a goldmine—so long as you have the solutions to unearth all that value. Calabrio Call Recording is the foundation of the Calabrio ONE performance suite, allowing you to harness the voice of the customer. Calabrio ONE seamlessly integrated Call Recording with Quality Management, Analytics, and Workforce Management to provide contact centers with everything they need to elevate—and protect—their brand.
Get a holistic view of customer service experiences alongside an accurate, in-depth understanding of agent performance in a single view. Advanced, AI-powered analytics tools deliver predictive scoring and agent evaluations for every interaction across every channel—including with your chatbots and voicebots.
Use skill-gap mapping and predictive scoring to give agents the near real-time feedback they crave. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalized and impactful.
Seamlessly combine all of your WEM and customer interaction data with other data streams from anywhere in the organization—all in a single application. Then create and automate reports and deliver intuitive data visualizations that link contact center performance with high-level business goals.
Score every customer interaction
Get a holistic view of customer service experiences alongside an accurate, in-depth understanding of agent performance in a single view. Advanced, AI-powered analytics tools deliver predictive scoring and agent evaluations for every interaction across every channel—including with your chatbots and voicebots.
Engage, coach, and retain agents
Use skill-gap mapping and predictive scoring to give agents the near real-time feedback they crave. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalized and impactful.
Centralize your data to accelerate impact
Seamlessly combine all of your WEM and customer interaction data with other data streams from anywhere in the organization—all in a single application. Then create and automate reports and deliver intuitive data visualizations that link contact center performance with high-level business goals.
IMPACT BY THE NUMBERS
The statistics speak for themselves
Calabrio’s call center recording solution is at the core of our leading-edge workforce performance suite. And it’s trusted by top brands because it delivers incredible impact.
Customer Stories
A trusted ally to leading brands looking to empower employees and maximize performance
Customer Reviews
See why customers choose Calabrio to capture customer interactions—and quickly turn insights into revenue-boosting action.
Jim W.
Enterprise WFM Administrator
Verified User
Enterprise Applications Analyst
Bluegrass Getronics
Technology, IT Services
Brian W
Mid-Market Workforce Management Planner
Verified User
Enterprise Applications Analyst
Bluegrass Getronics
Technology, IT Services
Brian W
Mid-Market Workforce Management Planner
FAQs
Looking for help?
Get answers to some of the most frequently asked Call Recording questions.
Call recording software, sometimes called a call recorder, is a technology that records phone call data. When used within contact centers, call recording software often features the ability to capture an agent’s screen during the call. Additionally, call recording software for contact centers, such as Calabrio, may feature interaction recording solutions to capture and extract value from customer interactions that take place on modern channels such as text messaging.
Call and interaction recording tools can play a crucial role in improving the quality of customer experience contact centers deliver. By having interaction data at their disposal, organizations can bolster their agent training and engagement, drive greater productivity, and identify opportunities to improve experiences.
Contact centers should look for these features as they evaluate call recording software solutions:
- Omnichannel Recording: Record interactions across all channels, including voice, chat, email, and social media, to get a complete picture of customer interactions.
- Screen Recording: Capture agent screen activity alongside call recordings to understand actions taken during interactions and identify training opportunities.
- Search and Playback: Easily find specific calls based on various criteria (e.g., agent, date, keyword) and quickly access recordings for review.
- Quality Management Integration: Integrate call recordings with quality management tools to streamline evaluation and coaching processes for agents.
- Storage and Security: Choose a solution with secure, scalable storage options to protect call recordings and customer data while meeting long-term retention requirements.
