Salesforce Service Cloud + Calabrio Quality Management
Increase Operational Efficiency, Eliminate Data Silos
One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Eliminate these data silos between Salesforce and Calabrio Quality Management by installing the Calabrio Launch: QM Connector. Supervisors are now able to streamline reporting and optimize efficiency in the contact center, increasing the time they need to drive key business objectives.
When configured, Salesforce users will easily be able to access call recordings in Calabrio from the Salesforce Service Cloud CRM screen. Once the desired interaction is selected in Service Cloud, Calabrio quickly brings you to that recording, eliminating the tedious efforts of sorting through countless logs.
Calabrio Launch: Quality Management Connector in Salesforce AppExchange
Why Pair the Calabrio QM Connector and Salesforce Service Cloud?
Quickly Analyze Customer Interactions
Effortlessly gain access to call recordings and the Calabrio QM dashboard directly from the Salesforce Service Cloud CRM screen. Quickly analyze data to anticipate customer needs, drive consumer loyalty, and increase contact center efficiency.
Merge data sources and analytics between Salesforce and Calabrio to turn the contact center into a hub of customer intelligence that can be used to drive key business objectives and increase customer experiences.
Eliminate Data Silos
Eliminate the need to sort through countless recordings to find a customer’s historical data. Evaluate the right call, for the right customer, right from your primary screen.
Why add Calabrio Quality Management to your Salesforce Service Cloud contact center?
Capture and Evaluate Every Customer Interaction
Drive consistency across every channel – calls, emails, chats and social media. Capture and evaluate every interaction for customer service quality.
See the Bigger Big Picture
Gain a holistic view of the customer experience. Bring together audio and screen recordings with evaluation scores and survey data. Unlock the ability to quickly sift through mountains of customer interaction data – find what you need, when you need it.
Automate and customize critical quality management reports with Calabrio QM. Utilize non-siloed reporting to see quality management data alongside workforce management, CRM and analytics data to get the full picture view.
Calabrio & Gladly Travel Well Together: Global Deployments
Calabrio serves all industries and has been commonly utilized in: Retail, Government, Technology, Insurance, Hospitality, Healthcare, Travel, Utilities, Financial Organizations, Telecom.
- Financial Organizations
- Financial Organizations
Want to read more about how Calabrio ONE is empowering organizations in your industry?
Discover the voice of your customer with Calabrio + Salesforce
Compatible product: Calabrio Quality Management