Calabrio Quality Management
AI-powered Quality Management Software:
Build Better Brand Experiences
Build Better Brand Experiences
Leading contact center quality management software delivers a comprehensive view of customer interactions.
Powerful AI quality monitoring tools help quickly identify issues and opportunities.
Zero in on metrics that matters most and identify personalized training opportunities.
Boost agent development and engagement with performance coaching tools and gamification.
Simplify contact center quality assurance and CX management with reliable true-cloud QM.
Powerful AI quality monitoring tools help quickly identify issues and opportunities.
Zero in on metrics that matters most and identify personalized training opportunities.
Boost agent development and engagement with performance coaching tools and gamification.
Simplify contact center quality assurance and CX management with reliable true-cloud QM.
QM Demo
See how Quality Management works
Explore the full range of our automation-driven contact
center quality assurance tools.
QM Features
Quality monitoring tools to grasp the full customer experience
Calabrio contact center quality management software is your CX command center. Elevate your QA program with a single source of truth—and a complete set of tools—to address issues impacting experiences in and out of the contact center.
- Omnichannel Call Capture
- Media Player
- Performance Coaching
- Gamification
- Automated Reporting
- Predictions & Visualizations
Omnichannel Call Capture
A single integrated platform ensures 100% capture of every interaction across traditional and digital channels, including desktop recording. Every call, email, chat, text, and tweet are ready to be transformed into highly usable customer-centric data, stored securely in the cloud.
Performance Coaching
Using AI, identify agent’s specific skill gaps and give them the right training at the right time, tailored to their performance needs. Track the effectiveness of your coaches and ensure agents receive the right coaching. Gain access to consistent performance insights and metrics across teams.
Predictions and Visualizations
Visualize insights, anticipate needs, and focus on the right conversations through seamless integration with Calabrio Interaction Analytics. Autoscoring gives you a Net Promoter Score and predictive quality score for 100% of interactions. Purpose-built machine learning models leverage historical survey data for accurate, predictive scoring.
Omnichannel Call Capture
A single integrated platform ensures 100% capture of every interaction across traditional and digital channels, including desktop recording. Every call, email, chat, text, and tweet are ready to be transformed into highly usable customer-centric data, stored securely in the cloud.
Media Player
Using AI, identify agent’s specific skill gaps and give them the right training at the right time, tailored to their performance needs. Track the effectiveness of your coaches and ensure agents receive the right coaching. Gain access to consistent performance insights and metrics across teams.
Predictions and Visualizations
Visualize insights, anticipate needs, and focus on the right conversations through seamless integration with Calabrio Interaction Analytics. Autoscoring gives you a Net Promoter Score and predictive quality score for 100% of interactions. Purpose-built machine learning models leverage historical survey data for accurate, predictive scoring.
Benefits
Rise to Meet Consumer & Workforce Expectations
Consumers today expect more and forgive less. Calabrio Quality Management software gives contact centers the AI-powered toolset to understand where (and how) they can get better—while empowering managers and agents alike.
Get a full picture of interaction quality
Turn every customer interaction into a positive brand experience. Our quality monitoring tools enable you to monitor all interactions and screen activity, view key call information, and make smart evaluations, faster. Predictive capabilities make it easier than ever to get a complete view of agent performance and customer satisfaction to drive maximum quality—and overall impact.
Motivate and empower agents
Give agents the specific insights they crave and empower them to be your frontline brand guardians. Customizable reports and dashboards enable agents to track their own performance in near real-time. Plus, embedded agent benchmarking, leaderboards, and Al-powered gamification create healthy competition in your teams.
Simplify coaching & fast-track development
Analytics-driven Performance Coaching tools accelerate agent development and simultaneously uplevel coaches simultaneously. Highlight positive behaviors, inspire self-improvement or skill gaps specific to agent or team, and track the effectiveness of your coaches to drive upskilling across your contact center.
Case Studies
A trusted ally to leading brands looking to empower employees and maximize performance
Explore how Calabrio has helped leading brands overcome challenges and unlock competitive advantages.
GE Appliances
GE Appliances lacked effective WFM and QM solutions. Using Calabrio ONE and Amazon Connect, they unlocked incredible gains in efficiency and adherence while shrinking attrition by 25%.
Republic Services
Republic Services implemented Calabrio Quality Management and Calabrio Workforce Management to correlate call quality scores with sales numbers in order to better motivate agents and drive revenue growth.
Grand Canyon Education
Unreliable and outdated software stood in the way of effective QA reporting at GCE. A switch to Calabrio drove a 67% increase in monthly QA evaluations and much improved transparency and decision-making.
Calabrio ONE
One Suite to Understand and Elevate All Interactions
Get the best-in-class tools you need in one fully integrated workforce performance suite.
Impact by the Numbers
The statistics speak for themselves
Calabrio’s leading quality management software is designed to keep agents engaged and customers happy. And it’s trusted by top brands because it delivers incredible impact.
Customer Reviews
Leading customer intelligence tools built—and trusted—to enrich and understand human interactions
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Verified User
Higher Education Organization
“I would recommend the Calabrio One Suite for anyone interested in improving Quality Management…It is easy to use, customizable and will make your teams more efficient. The system is also engaging for end users which adds to the efficiency of the product. Calabrio has allowed for more efficient Quality Management within our organization, which is creating new roles and enriching the organization as a whole.”
Verified User
Mid-Market Automotive Organization
“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.”
Josie T.
Enterprise Operations Quality Analyst
“Calabrio allows for customizable forms and goals to minimize the amount of busy work needed to review and evaluate calls, thus allowing for a more efficient Quality Management team. The Quality Assurance department in our organization has been able to increase productivity, increase responsibilities within the organization and decrease the number of individuals to make it happen. We have been able to create additional positions within the department, and promote individuals to fill those new positions, without having to back fill, which ultimately saves money for the organization.”
FAQS
Explore our most asked questions
Looking for help? Get answers to some of the most frequently asked Workforce Management questions.
Contact center quality management (QM) is a strategic approach to continuously improving the overall customer experience. It involves analyzing data from various sources, including individual agent performance evaluations, to identify trends and areas for improvement across the entire contact center.
Learn about the QM’s importance, challenges teams face, and much more in our complete guide to quality management.
The most effective contact center quality management software will provide a comprehensive suite of tools for quality monitoring, quality assurance, evaluation, coaching, and more. The top features to look for when evaluating quality management software include:
- Omnichannel Interaction Recording and Monitoring: The ability to monitor and evaluate interactions across channels is at the core of any effective quality management system. Calabrio Call Recording captures 100% of your interactions so valuable voice-of-the-customer data never slips through the cracks. Meanwhile, Calabrio QM offers desktop and live monitoring capabilities to understand adherence and drive improved performance.
- Advanced Analytics and Reporting: Speech analytics, sentiment analysis, and other reporting tools (including customizable dashboards) should make it as easy as possible to turn customer interaction data into impactful insights.
- Automated Feedback and Performance Coaching Tools: Contact center QM and QA software should provide automation that streamlines evaluation and feedback delivery so that managers can zero in on the right issues affecting performance—and that agents can get data-driven information that helps them improve. Plus, performance coaching tools should simplify efforts to coach agents, track effectiveness, and fuel engagement and retention.
- Gamification: Keep agents engaged and foster team togetherness with the help of built-in gamification tools, such as customizable leaderboards, awards, and other performance incentives.
Contact center quality assurance and quality management are closely related but distinct practices. Quality assurance (QA) focuses on evaluating agent performance and adherence to procedures, compliance regulations, and best practices during customer interactions, with the goal of ensuring that each interaction meets specific set standards. Meanwhile, quality management (QM) programs takes a broader approach, typically analyzing QA data along with other metrics to identify trends and implement strategic improvements across the entire contact center. QA, then, is an aspect of QM, which seeks to take a more comprehensive approach to driving enhancements to customer experience.
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