Product Features

Calabrio Quality Management

Drive Continual Improvement in Your Customer Experience

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Capture and Monitor

See every interaction.

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Evaluate and Analyze

Faster, smarter quality evaluation.

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Engage and Motivate

Tools to inspire agent improvement.

Capture and Monitor

Record every relevant call—every time—and monitor live.

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100% Call Recording

All the features of Calabrio Call Recording are included with Calabrio Quality Management.

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Pause & Resume for Compliance

Manual and automated pause and resume options support PCI, HIPAA and other compliance efforts.

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Screen Capture

Agent desktop visibility for a holistic view of each interaction.

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Live Screen & Audio Monitoring

View agent desktop activity while monitoring live calls in single, unified view.

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Record-on-Demand

Agents can flag calls for recording in real time, including at the end of an interaction.

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Rule-Based Contact Selection

Apply specific business rules to flag interactions for recording and evaluation.

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System Error Monitoring & Alerts

Automatic alerts for potential system errors.

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Efficient Organization & Metadata Tagging

Interactions are intelligently categorized using powerful metadata tagging.

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Secure Storage & Playback

Customer interactions are compressed and encrypted using end-to-end 128-bit AES encryption. Playback can be restricted based on user credentials.

Evaluate and Analyze

Streamlined tools and customizable evaluations for faster, more accurate quality evaluation.

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Library of Pre-Built Forms

Select from multi-part, mixed-response type, multi-channel, section-level weighting, question-level weighting, evaluator hints and KPI questions.

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Post-Call Surveys

Integrate post-call customer survey results with other QM metrics.

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Secure Storage & Playback

Customer interactions are compressed and encrypted using end-to-end 128-bit AES encryption. Playback can be restricted based on user credentials.

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Customizable Dashboards & Reports

Clear dashboards and easily modifiable reports provide simple displays of quality metrics for individual agents, teams and groups

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Unified Playback & Evaluation

Audio and screen recordings are combined with evaluation forms in one unified window.

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Coaching

Focus coaching efforts, target training initiatives, and improve effectiveness.

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Advanced Search Capabilities

Granular searching using powerful, customizable metadata.

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Data Export

Recorded calls can be exported – individually or in bulk – in common media formats (WAV, WMA, WMV) for sharing with stakeholders across the enterprise.

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Analytics-Driven Quality Assurance

Integration with Calabrio Analytics leverages advanced analytics tools to optimize the quality evaluation process.

Engage and Motivate

Deliver timely feedback to drive employee engagement and self-improvement.

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Personalized Agent Dashboards

Agents can track their evaluation scores through a simple dashboard.

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Customized Agent Feedback

Agents receive feedback and performance metrics including evaluation scores.

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Gamification

Built-in gamificaiton tools create agent and team competitions. Display leaderboards and award badges and incentives based on performance.

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