Keep your customer interactions secure—and easy to access. Meet policies and comply with regulations for data encryption and secure storage.
Easily manage compliance requirements. Leverage manual and automated pause and resume functionality. Evaluate customer interactions to ensure compliance with PCI, HIPAA or other regulations—without losing valuable customer information.
Build highly customized reports and dashboards. Hone in on specific contact center issues. Create non-siloed, holistic reporting that aligns with unique business goals
Let the voice of the customer drive quality improvement. Integrate post-call customer feedback. Reference post-call survey data during playback and evaluation.
Deliver on-demand analysis. Live monitor calls and see agent screen activity in real time. Provide timely agent feedback. Present on-demand KPIs to key stakeholders across the business.
Drill down to the finest details—quickly. Search efficiently using pre-configured or customizable metadata tagging. Quickly sift through mountains of customer interaction data. Find exactly what you need to gauge performance and drive improvement.
Enable analytics-driven quality assurance. Calabrio Quality Management seamlessly integrates with Calabrio Analytics and Calabrio Advanced Reporting. Extract and share predictive and prescriptive insights anyone can understand. Anticipate needs, optimize processes and focus your attention on the right conversations.
Motivate agents with healthy competition. Leverage built-in gamification tools. Create benchmarks, set goals and display peer leaderboards. Provide incentives and award badges to inspire competition, reinforce positive behaviors and drive skill growth.
Streamline reporting. Export call data in bulk with a few simple clicks. Stop manually creating reports. Automate and customize your critical quality management reports. Utilize non-siloed reporting to see quality management data alongside workforce management and analytics data to get the full picture view.
Automatically monitor system issues. Get immediate notifications. Examine potential errors. Stay ahead of problems and minimize downtime.
– Piedmont HealthCare
See intelligent quality management in action.
Looking to see how contact center WFO vendors stack up against each other? Download the Forrester’s Wave report to find out.
This in-depth Executive Report from CCW looks at what contact centers are doing to ensure that their customer experience investments achieve results.