Contact Center Quality Assurance Software

AI-driven quality assurance (QA) tools: Automate and accelerate improvement

Evaluate every single interaction and pinpoint opportunities to engage, develop, and improve agent performance with Calabrio’s modern call center quality assurance solutions.

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Leverage AI to evaluate 100% of interactions across the omnichannel customer journey and generate unbiased summaries

Uncover granular agent performance insights and quickly develop more targeted, more effective training plans

Deliver feedback in near real time and empower agents to reach peak performance with custom dashboards and built-in gamification

Maximize operational efficiency with a single source of truth for workforce engagement, contact center performance, and CX data

Trusted by global brands

Call center quality assurance

Seize every opportunity to improve customer interactions

Don’t settle for limited visibility. Unlock complete transparency with AI-driven call center quality assurance tools designed to capture and evaluate every customer interaction—and equip your agents and supervisors with the insights they need to improve more quickly than ever.

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Calabrio QM

A complete suite to elevate service and sales quality

Calabrio Quality Management software is fully integrated alongside leading workforce management and business intelligence solutions within the Calabrio ONE workforce optimization suite. Our automation-driven tools provide contact centers with a comprehensive view of their operations—and everything they need to build better brand experiences.

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Auto QM

Automate contact center QA, straight out of the box

Go from manually reviewing just a fraction of conversations to automatically evaluating 100% of interactions with AI-powered Auto QM. Get unbiased, comprehensive, and actionable insights as you pinpoint opportunities to improve both customer experience and agent development.

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Interaction Summary

Eliminate time-consuming after-call work

Save valuable time and enhance agent productivity by leveraging Calabrio’s AI-powered Interaction Summary feature. Automatically generate uniform summaries for each agent and export them to any CRM system via an open API.

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AI-powered performance coaching

Enhance manager effectiveness and efficiency

Quickly identify agent’s specific skill gaps and give them the right training at the right time, tailored to their performance needs. Meanwhile, track the effectiveness of your coaches, develop a more nuanced approach to performance management, and ensure your agents receive coaching that keeps them engaged while fighting costly attrition.

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Calabrio ONE

Elevate customer service as you empower your entire workforce

Only the Calabrio ONE suite brings together workforce optimization, agent engagement, quality assurance, and AI-fueled business intelligence solutions into a comprehensive, true-cloud software that meets the needs of the modern contact center and their customers.

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Transform customer experiences with actionable intelligence

Contact center leaders need solutions that maximize efficiency and transparency. Calabrio quality assurance tools are designed to help you not only quickly uncover the performance insights that matter most but also translate them into impact. Engage, develop, and retain your talented workforce while turning your contact center into a growth center with a workforce optimization suite that’s as powerful as it is easy to use.

Intelligence with ease of use

For maximum impact, innovation needs to be easy to use. Calabrio’s fully integrated suite empowers all users with embedded intelligence, automation, and ease in every workflow. Plus, it integrates seamlessly with a wide range of leading platforms.

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.

Leading support, every step of the way

Get your contact center up and running on Calabrio ONE quickly, launch bold new initiatives, and upskill even the most experienced users with the help of Calabrio’s unmatched contact center professional services team and a deep library of resources developed by our experts in the Calabrio Success Center.

Calabrio ONE

One suite to understand and elevate every interaction

Get the best-in-class tools you need in one fully integrated workforce performance suite.

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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.

Lacking effective WFM and QM solutions, GE Appliances turned to Calabrio ONE and Amazon
Connect to unlock incredible gains in efficiency and adherence while shrinking attrition by 25%.

GE Appliances

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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.

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GCE’s highly manual QA evaluation process was time-consuming and delivered mixed results. Leveraging Calabrio, they transformed their QA and increased the number of monthly evaluations performed by 67%.

“Calabrio embodies the open-minded, collaborative approach we wanted to set as a QA team.”

Beth Bax

Assistant Director, Quality Assurance Grand Canyon Education

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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.

15%+

Decrease in Cost Per Call

25%+

Decrease in Attrition

20%+

Increase in Adherence

30%

Increase in Contact Center Productivity

4.5 (264 Reviews)

4.5 (311 Reviews)

4.5 (194 Reviews)

4.4 (42 Reviews)

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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.

“This tool is so easy to use, and we can use it on all of our lines of business…the streamlining of the scheduling and quality management process has been a great selling point for the different groups. Teams are spending less time trying to figure out the data, and more time using the data to manage their teams.”

Verified User

Enterprise Applications 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.”

Josie T.

Enterprise Operations Quality Analyst

“We didn't have integrated recording software across our global network. Previous platform wasn't PCI compliant. Calabrio solved all of those issues. We also had an issue with not being able to follow a call from cradle to grave, especially if there was a supervisor or transfer involved. That issue has also been alleviated.”

Verified User

Enterprise Retail Organization