Speech, Text & Desktop Analytics for the Contact Centre | Calabrio ONE

Find Your Competitive Edge with Calabrio Analytics

Calabrio Analytics puts sophisticated AI and machine learning tools in the hands of every single user—no data scientists required. And it delivers usable insights right within user workflows so your people can work smarter and faster. Create a customer-centric engine that drives contact centre performance by combining voice-of-customer, voice-of-employee, and operational analytics tools.

Find Your Competitive Edge with Calabrio Analytics

Calabrio Analytics puts sophisticated AI and machine learning tools in the hands of every single user—no data scientists required. And it delivers usable insights right within user workflows so your people can work smarter and faster. Create a customer-centric engine that drives contact centre performance by combining voice-of-customer, voice-of-employee, and operational analytics tools.

Accelerate Decision-Making. Spur Outcomes That Matter.

Contact centres face relentless challenges of more: more channels, more complicated interactions, and higher expectations all around. Calabrio Analytics harnesses the power of your data to unravel these complexities—and shortens the time from insight to action so you can make smart, data-driven decisions at the speed that business today demands.

Calabrio Analytics delivers:

Calabrio Analytics delivers:

Calabrio ONE makes even us analytics newbies awfully mighty. Even though we’ve just begun, we’re already so busy imagining what’s next. It’s amazing!”

Calabrio ONE makes even us analytics newbies awfully mighty. Even though we’ve just begun, we’re already so busy imagining what’s next. It’s amazing!”

Put Your Data to Work

TRANSFORM

Unrivaled phonetics and speech-to-text analytics turn the raw data from complex, omnichannel interactions into usable customer intelligence.

ANALYSE

Predictive analytics engines use AI and machine learning to surface what you need to know now—and anticipate what’s next.

VISUALISE

Use intuitive data visualisations like phrase clouds and interactive charts to recognise challenges and drive buy-in from key stakeholders.

APPLY

Turn customer-centric insights into meaningful business actions—from enhancing customer and employee experiences, to powering operational efficiency, to inspiring product innovation.

TRANSFORM

Unrivaled phonetics and speech-to-text analytics turn the raw data from complex, omnichannel interactions into usable customer intelligence.

ANALYSE

Predictive analytics engines use AI and machine learning to surface what you need to know now—and anticipate what’s next.

VISUALISE

Use intuitive data visualisations like phrase clouds and interactive charts to recognise challenges and drive buy-in from key stakeholders.

APPLY

Turn customer-centric insights into meaningful business actions—from enhancing customer and employee experiences, to powering operational efficiency, to inspiring product innovation.

+$2.7M a year

Peckham increased top-line revenue $2.7 million annually by implementing necessary changes and fixing problem areas identified by Calabrio Analytics.

+$2.7M a year

Peckham increased top-line revenue $2.7 million annually by implementing necessary changes and fixing problem areas identified by Calabrio Analytics.

Comprehensive Analytics Purpose-Built for the Modern Contact Centre

Calabrio delivers a complete set of contact centre analytics tools in a single suite—no add-ons required.

1

Calabrio Analytics combines sophisticated phonetics and speech-to-text tools so you can transform every spoken word into accurate, usable data. Advanced text analytics engine, built using the same models as the speech-to-text tool, provides consistency that drives accuracy and reliability in every interaction.

Tab 2

Advanced desktop analytics reveal agent best practices, common issues, and tech gaps and bottlenecks. Desktop analytics can also trigger automated workflows, so you can simplify and streamline agent and customer experiences.

Tab

Dive into nuanced customer interactions with sentiment scores (positive, neutral or negative) for every single call. Then incorporate sentiment scoring into QM and agent coaching processes to add an empathetic, human depth.

Tab

AI modeling uses speech and text analytics to provide predictive Net Promoter Score (NPS) and quality evaluations for 100% of customer interactions. This instantly enhances quality management, enables more personalised coaching, and gives agents engaging near real-time feedback.

Tab

Widget-based analytics tools make it easy for you to create dedicated dashboards for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, or script adherence and compliance.

Comprehensive Analytics Purpose-Built for the Modern Contact Centre

Calabrio delivers a complete set of contact centre analytics tools in a single suite—no add-ons required.

Speech & Text Analytics

Calabrio Analytics combines sophisticated phonetics and speech-to-text tools so you can transform every spoken word into accurate, usable data. Advanced text analytics engine, built using the same models as the speech-to-text tool, provides consistency that drives accuracy and reliability in every interaction.

Desktop Analytics

Advanced desktop analytics reveal agent best practices, common issues, and tech gaps and bottlenecks. Desktop analytics can also trigger automated workflows, so you can simplify and streamline agent and customer experiences.

Sentiment Analysis

Dive into nuanced customer interactions with sentiment scores (positive, neutral or negative) for every single call. Then incorporate sentiment scoring into QM and agent coaching processes to add an empathetic, human depth.

Predictive Evaluations & Scores

AI modeling uses speech and text analytics to provide predictive Net Promoter Score (NPS) and quality evaluations for 100% of customer interactions. This instantly enhances quality management, enables more personalised coaching, and gives agents engaging near real-time feedback.

Customised Analytics Dashboards

Widget-based analytics tools make it easy for you to create dedicated dashboards for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, or script adherence and compliance.

Rocket Workforce Performance with a Powerful, Analytics-Fueled Solution

Calabrio ONE is a comprehensive contact centre platform that elevates your brand to new heights. It puts AI and analytics at the core, making it easy for every user to put predictive insights into action. Calabrio ONE workforce performance suite gives you the intelligent toolkit you need to deliver magnetic customer experiences, exceptional employee experiences, and unrivaled contact centre performance.

Connect the VOC with Customer date from across the business

Automatic data integration and robust, AI-driven reporting tools allow you to create a rich source of customer-centric business intelligence—and action relevant insights.

Deliver smart QM and performance coaching

Sentiment analysis and predictive scoring and evaluations come together with agent benchmarking and gamification to help managers effectively guide agent improvement.

Step up to intelligent WFM

Predictive forecasting and AI-powered scheduling perfectly match service levels with demand to ensure service quality while optimising labor efficiency. App-based self-service scheduling engages and empowers agents with flexibility and control.

Connect the VOC with Customer date from across the business

Automatic data integration and robust, AI-driven reporting tools allow you to create a rich source of customer-centric business intelligence—and action relevant insights.

Deliver smart QM and performance coaching

Sentiment analysis and predictive scoring and evaluations come together with agent benchmarking and gamification to help managers effectively guide agent improvement.

Step up to intelligent WFM

Predictive forecasting and AI-powered scheduling perfectly match service levels with demand to ensure service quality while optimising labor efficiency. App-based self-service scheduling engages and empowers agents with flexibility and control.

See how Calabrio Analytics uncovers insights that power performance.

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