Calabrio Data Management
Business Intelligence for the Contact Centre and Beyond
BUSINESS INTELLIGENCE FOR THE MODERN, OMNICHANNEL CONTACT CENTER
Calabrio Data Management is a comprehensive, self-service business intelligence solution for the contact centre and beyond. It allows organisations to obtain the real-time information and actionable insights needed to manage and improve enterprise-wide performance.
Leverage what you know to take your contact reporting to the next level. If you are already using the built-in Data Explorer in Calabrio ONE, you will find the user experience with Calabrio Data Management very similar, making it even easier to level up your contact centre reporting.
Demands of the New Era
We want to help you resolve the challenges of this new era, and we’ve made that even easier with Enterprise CXI, a complimentary solution included with Calabrio Data Management that provides value on day one across the enterprise. Whether you are a marketing executive analysing customer churn rates and campaign feedback, or an analyst identifying trends and risks and communicating them out with shareable, digestible insights– Calabrio Data Management is built for you.
INTRODUCING ENTERPRISE CXI
Enterprise Customer Experience Intelligence (CXI) is a complimentary solution included with Calabrio Data Management that provides a quick-start approach to BI for the modern enterprise. Comprehensive, built-in dashboards deliver value on day one to stakeholders across the enterprise with actionable insights from Calabrio ONE data on topics that matter most – brand awareness, competitive positioning, customer effort, sales acceleration and more. Continue your connected VoC journey with expert-designed inspiration on how to incorporate third-party data. Learn More
Calabrio is helping entire enterprises hear the authentic voice of the customer in time to take meaningful action to improve.
Building better customer experiences (CX) isn’t easy; it forces organisations to take hard looks at their processes and silos. Many find that the first hurdle is connecting their contact centres to the rest of the enterprise. If you want to influence the customer journey for the better, you need insight into what customers say, think and feel during interactions. That’s why one of the fastest ways to strengthen CX is to listen to customers at the source, using Data Management that connects the contact centre to other internal and external data sources. By adding this kind of out-the-box, function-specific dashboards to the Calabrio ONE platform, Calabrio is helping entire enterprises hear the true voice of the customer in time to take meaningful action to improve.”
Vice President & Research Director, CX
LET YOUR DATA DRIVE VALUE ACROSS THE BUSINESS
Utilise real-time information. Employ in-the-moment data insights to boost employee engagement and make agile decisions that immediately improve contact centre performance.
Use better data to make better decisions. Eliminate error-prone manual reporting. Improve data integrity and create a single source of truth. Use more accurate data to drive increased efficiencies and better decisions throughout the organisation.
Dive into your data—and quickly gain insights. Get immediate value with comprehensive, built-in dashboards that deliver value across the enterprise – help the marketing team understand brand awareness, competitor influence, campaign effectiveness, and more. Finance benefits from insights into billing issues, refunds, and credits. Sales can quickly identify new opportunities for renewals, referrals and cross-sells. And we didn’t forget the contact centre. Dashboards highlighting customer effort, opportunities for process improvements and more, are built in for easy, actionable insights.
Continue your connected VoC journey with easy-to-learn reporting tools, dashboards, scorecards, and expert-designed inspiration on how to incorporate third-party data. Go deeper with intuitive ad-hoc reporting. Create rich visualisations and convert complex data into insights anyone can understand.
Collaborate, gain buy-in and drive action. Easily share and collaborate with key stakeholders using intuitive reports, graphs and charts. Make your opportunities clear—and gain buy-in to go after them.
ELIMINATE DATA SILOS WITH A TRULY COMPREHENSIVE BUSINESS INTELLIGENCE SOLUTION
Whether your data lives in silos due to structural issues or simply because your organisation’s growth has resulted in multiple, incompatible systems, Calabrio Data Management allows you to break down data silos and end the headaches of patching together vendor-, vertical-, or data type-specific reporting products.
Fully aggregate and integrate your data to leverage the contact centre insights buried throughout your organisation. Calabrio Data Management, part of the Calabrio ONE suite, creates a powerful and accurate contact centre business intelligence and analytics platform, to help you meet the demands of today’s fast paced business environment. Deliver immediate value across your business to improve the customer experience, enhance workforce engagement, accelerate sales, enable customer centre marketing and more.
Seamlessly combine and synchronise your customer interaction data. Combine disparate contact centre data streams—any format and any source, including automatic call distribution (ACD), interactive voice recognition (IVR), quality monitoring, workforce management, CRM, human resources, homegrown software applications, and more. Integrate structured and unstructured data. Unify your data into intelligent visualisations and dashboards that are easily accessed and shared across the enterprise for powerful decision-making.
Simplify and streamline processes
Ease the burden on your Business Analysts and IT resources. Automate data collection. Eliminate labour-intensive and error-prone manual data collection. Leverage pre-built data adapters to automate data capture and ensure faster integration of new data sources.
Create a central source of truth for business information.
Easily combine your valuable WFO data with data streams from across the business. Connect systems from multiple vendors. Create a central view of all contact centre locations. Gain complete visibility into your omnichannel customer interactions to make better, more informed business decisions.
SELF-SERVICE BUSINESS INTELLIGENCE:
ACTIONABLE INSIGHTS IN LESS TIME FOR ALL
ACTIONABLE INSIGHTS IN LESS TIME FOR ALL
Take control of a central reporting command centre. Access, create, publish, schedule, share and manage reports, dashboards and scorecards. Do it all from a simple, web-based command centre, featuring an easy-to-use, and easy to learn business intelligence tool. No need for a data science degree, and no need to learn a completely new reporting tool, With Calabrio Data Management you’ll be able to leverage the reporting capabilities you already know and are familiar with in Calabrio ONE to get up and running faster and save on training costs when adding enterprise business intelligence.
Make contact centre business intelligence accessible to all. This is self-service business intelligence that anyone can use—from the frontline of the contact centre, to business users, and to the boardroom. Spend less time creating reports and dashboards. Spend more time using them to drive continual improvements.
Comprehensive, built-in reports and dashboards automatically deliver key metrics and intelligence to stakeholders across the enterprise. Use drag-and-drop functionality to create ad hoc reports. Explore your data using everyday business terms. Continue your connected VoC journey with intuitive data visualisation tools and expert-designed inspiration on how to incorporate third-party data
See the entire range of robust reporting capabilities Calabrio puts at your fingertips.