Conversation Intelligence Software

Unlock new customer understanding

Cut through complexity and straight to the chase. Leverage AI-driven conversation intelligence tools to capture every interaction, automate quality management, and fuel exceptional customer experiences with the help of powerful analytics.

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Capture 100% of customer interactions and gain complete visibility across all channels of the customer journey

Uncover hidden customer and business insights within your trove of raw data to power better marketing strategies and sales performance

Modernize your QM with trusted tools. Leverage AI-powered Auto QM to automatically evaluate every interaction and provide agents with personalized insights

Boost the performance of your virtual agents too, with a sophisticated chatbot analytics platform that measures what matters most

Trusted by global brands

Comprehensive Conversation Intelligence Platform

Fully integrated tools that enrich every experience

Calabrio ONE conversation intelligence tools work seamlessly alongside leading workforce management, agent empowerment, and business intelligence solutions. With one powerful suite, understand what your customers desire and your agents require to deliver exceptional experiences both inside and outside of your contact center.

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A single integrated platform ensures 100% capture of every interaction across traditional and digital channels.

Securely store critical data.
Easily search for faster insights.
Zero in on the most critical customer concerns with the AI-powered Trending Topics tool.

AI-driven Interaction Analytics unlocks the incredible value of your raw interaction data.

Combine sophisticated phonetics and speech-to-text tools to turn every word of your conversations into accurate, usable data.
Use advanced desktop analytics to reveal best practices, bottlenecks, and tech gaps and improve agent productivity.
Understand how your customers feel about your business with automated sentiment analysis for every call.
Generate succinct, unbiased summaries and automate after-call work with AI-powered Interaction Summary.

Conversation intelligence should elevate experiences inside your contact center, too. Leverage AI-powered quality management solutions to empower agents and build better brand experiences.

Automatically evaluate every single interaction and identify specific areas for improvement.
Offer tailored performance insights and hands-on coaching to motivate, retain, and develop agents—and meanwhile track the effectiveness of your performance management strategies.
Easily build and automate custom reports to view quality management data alongside workforce management and analytics data.

Give your bot management teams what they need to rapidly improve performance and quality of chatbots and voicebots with Calabrio Bot Analytics.

Monitor bot performance with the most complete set of chatbot metrics on the market.

Go from the surface to the details in just a few clicks, without having to rely on other teams to extract the data for you, and use real customer messages to fix content gaps and upgrade bot responses.
Funnel data from all chatbot, voice bot, and live agents into a central analytics platform for comprehensive conversation intelligence.

Transform raw data into actionable insights

Elevate interaction quality and engage agents

Accelerate automation and improve self-service

Capture every single interaction

A single integrated platform ensures 100% capture of every interaction across traditional and digital channels.

Securely store critical data.
Easily search for faster insights.
Zero in on the most critical customer concerns with the AI-powered Trending Topics tool.

Transform raw data into actionable insights

AI-driven Interaction Analytics unlocks the incredible value of your raw interaction data.

Combine sophisticated phonetics and speech-to-text tools to turn every word of your conversations into accurate, usable data.
Use advanced desktop analytics to reveal best practices, bottlenecks, and tech gaps and improve agent productivity.
Understand how your customers feel about your business with automated sentiment analysis for every call.
Generate succinct, unbiased summaries and automate after-call work with AI-powered Interaction Summary.

Elevate interaction quality and engage agents

Conversation intelligence should elevate experiences inside your contact center, too. Leverage AI-powered quality management solutions to empower agents and build better brand experiences.

Automatically evaluate every single interaction and identify specific areas for improvement.
Offer tailored performance insights and hands-on coaching to motivate, retain, and develop agents—and meanwhile track the effectiveness of your performance management strategies.
Easily build and automate custom reports to view quality management data alongside workforce management and analytics data.

Accelerate automation and improve self-service

Give your bot management teams what they need to rapidly improve performance and quality of chatbots and voicebots with Calabrio Bot Analytics.

Monitor bot performance with the most complete set of chatbot metrics on the market.

Go from the surface to the details in just a few clicks, without having to rely on other teams to extract the data for you, and use real customer messages to fix content gaps and upgrade bot responses.
Funnel data from all chatbot, voice bot, and live agents into a central analytics platform for comprehensive conversation intelligence.

AI-driven innovation

Use cutting-edge AI to power conversation intelligence and CX excellence

Integrating solutions built from the ground up with Gen AI, Calabrio ONE helps you achieve a deeper understanding of your customers and business than ever before. Accelerate impact by putting intuitive AI tools at the fingertips of your agents and managers.

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Maximize the value of every conversation

Calabrio conversation intelligence solutions—and the fully integrated Calabrio ONE workforce optimization suite—give your teams the tools they need to make more critical connections, drive loyalty, and build business value with every single customer interaction. Work with Calabrio and get a partner who is invested in elevating your customer experience and powering your entire business’s success.

Innovation driven by your needs

The Calabrio Innovation Center is at the core of our commitment to our customers’ success. A dedicated team of experts will get to know your unique challenges and pain points, and develop new ways to apply your Calabrio tools and solutions.

Rapid deployment, easy adoption

Begin analyzing conversations immediately with easy-to-use tools. Power business-wide impact by putting intuitive contact center AI solutions in the hands of every user–no matter their expertise.

Industry-leading AI accuracy

Lean on leading models and the support of our expert team to analyze conversations deeper than anything you’ve seen before, while still maintaining human-level accuracy.

Case Studies

A trusted ally to leading brands looking empower employees and maximize performance

Explore how Calabrio has helped leading brands overcome challenges and unlock competitive advantages.

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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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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Conversation Intelligence Features

Tools that deliver insights and drive action

As a hub of service and engagement, the modern contact center is a critical source of customer insights and a potentially massive engine for business growth. That’s why today’s teams need conversation intelligence solutions that uncover insights as well as impact. Leverage these leading tools and more to accelerate the time to impact for agents and leaders.

Interaction Summary

Automate time-consuming after-call work while providing succinct summaries across all interactions with the innovative gen AI-powered Interaction Summary tool. Summaries are searchable, enabling agents to find similar interactions and gain new insights.

Auto QM

Automate the evaluation of 100% of customer interactions, removing the need for time-intensive manual reviews. Auto Quality Management evaluates key criteria such as empathy, professional language, conversation flow, and the hold/transfer process.

Sales and Marketing Insights Straight From The Source

Take the real-time pulse of your customers with deep analytics. Quickly identify pain points, anticipate needs, and uncover opportunities to outperform competitors and open new revenue streams.

Desktop Analytics

Advanced desktop analytics reveal agent best practices, common issues, and bottlenecks. Desktop analytics can also trigger automated workflows, so you can automate agent and customer experiences.

ML-Powered Analysis

Make it easy for anyone to discover hidden trends, identify key business drivers, and perform powerful what-if analysis and forecasting with no technical expertise or ML experience needed.

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