Contact Center Risk & Compliance

Protect What Matters Most

Innovations you can trust to help simplify contact center compliance management—and protect your customers from evolving risks.

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Trusted by global brands

Building a More Secure Contact Center from the Ground Up

When it comes to risk and compliance in the contact center, the stakes are only increasing. Protecting customer data from increasingly sophisticated threats is a key challenge. So is ensuring that agents and processes comply with government and industry regulations.

In this fast-evolving environment, one thing is certain: the design of the software, systems, and processes you use must reflect an intimate knowledge of both data security and regulatory compliance.

Risk & Compliance Mitigation Based on Deep Industry Knowledge

Our approach to risk management and contact center compliance is based on deep industry knowledge. Whether it’s PCI, HIPAA, or MiFID, we understand the complexities of both your industry and your customer interactions. We give contact center managers the tools to detect fraud, conduct investigations and mitigate specific security risks for customers in a wide range of markets, including financial, retail, government and healthcare. All of this while providing a solution designed to support compliance to personal data regulations such as GDPR or CCPA.

Safe in the Cloud—Strong Security for Customer Data

Contact center leaders want to know, “Is my data safe in the cloud?” The answer is, “Yes.” The security of our cloud infrastructure exceeds that of traditional on-premises systems. Our software automatically encrypts of all your data—while it’s in use, in transit and in storage. Even in the unlikely event that an unauthorized user acquired some of your data, sophisticated encryption techniques would render it useless to them. Moreover, Calabrio leverages built-in security mechanisms in the cloud to ensure data confidentiality, integrity, and availability.

Learn more about our commitments to Information Security.

Analytics-Driven Compliance—A Smarter Approach

Compliance doesn’t have to be a thorn in the side of contact center management. Calabrio’s powerful analytics engines give managers an intelligent eye on every customer interaction. See script compliance trends. Get alerts when agents say something they shouldn’t—or when customers threaten escalation or litigation. Our technologies drive a smarter approach to contact center compliance, enabling proactive issue resolution and agent coaching, while delivering assurance that agents are staying on script.

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.

This premier payment provider needed a WFM upgrade. After introducing Calabrio WFM, Dojo saw a 25% increase in efficiency, a 20% decrease in attrition rates, and more incredible results.

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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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Scheduling issues were eating up the Shopify Workforce Planning team’s time. Implementing modern, automated scheduling tools saved them more than 40 hours per week on vacation planning alone while simplifying global complexity.

“The flexibility and mobility of Calabrio has enabled us to expand operations to meet an international audience, as well as to schedule a global, remote agent workforce.”

Travis Desjardins

Workforce Manager

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Calabrio ONE

One suite to understand and elevate every interaction

Get all the tools you need in one fully integrated workforce performance suite.

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The Implementation Journey

Simplifying Contact Center PCI Compliance

Calabrio offers both manual and automated pause and resume features to help contact centers capture the information they need to drive consistently outstanding customer experiences, while ensuring no sensitive information is ever recorded.

Our intelligent software responds in real time to customer language and agent actions, eliminating human error without slowing down agent workflows. Contact centers can support PCI compliance efforts while protecting their valued customers—and their invaluable reputation.

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