BPO CX Management Solutions

Eliminate manual effort and subjectivity of random sampling. Let highly accurate AI do the heavy lifting, scoring 100% of your customer interactions across key criteria.

Hit the ground running with standardized forms for actionable results in just 20 minutes, or unlock a fully customizable GenAI experience with your own scorecards, questions, and an LLM trained on your knowledge base.

Focus your efforts on the call drivers and issues that matter most to your customers with an AI-powered Trending Topics tool. 

Automatically organize tens of thousands of interactions into a manageable list of around 100 topics, sorted by frequency. Rapidly investigate and identify root causes of common issues. Plus, track topic-based performance and trends to understand campaign effectiveness.

Train smarter and elevate experiences with actionable emotional intelligence. Understand how customers feel—and why—using GenAI-powered sentiment analysis.

Rather than rely on low-response post-call surveys, get to the bottom of your CSAT scores with sentiment analysis of every interaction. Calabrio Advanced Sentiment separates customer and agent sentiments and ties every score to specific words, phrases, or behaviors. Coaches and QA analysts get a clear picture of what drives positive and negative experiences—and trustworthy, granular insights they can act on immediately.

Flip the script on traditional performance management. Empower agents and leaders with unified Performance Management that reduces attrition, increases productivity, and optimizes customer outcomes.

Work smarter with seamless workflows and harness AI-driven insights. Quickly pinpoint areas for improvement, manage sessions, track progress against key metrics, and engage agents with meaningful recognition. Plus, boost retention and accelerate improvement with an integrated, agent-centric portal to track goals and access feedback, schedules, gamification features, and personalized insights, all in one place.

Break down silos and unleash the full power of your contact center data with a unified view of agent and customer experiences in Calabrio Insights.

Connect vital performance metrics, quality scores, and workforce data automatically with a centralized reporting engine. Empower coaches, analysts, and leaders alike to quickly spot issues, trends, and opportunities—and take decisive, data-driven action at the speed your contact center and your customers require.