Product Features
Calabrio Quality Management
Drive Continual Improvement in Your Customer Experience
Capture and Monitor
See every interaction.
Evaluate and Analyse
Faster, smarter quality evaluation.
Engage and Motivate
Tools to inspire agent improvement.
Capture and Monitor
Record every relevant call—every time—and monitor live.
100% Call Recording
All the features of Calabrio Call Recording are included with Calabrio Quality Management.
Pause & Resume for Compliance
Manual and automated pause and resume options support PCI, HIPAA and other compliance efforts.
Screen Capture
Agent desktop visibility for a holistic view of each interaction.
Live Screen & Audio Monitoring
View agent desktop activity while monitoring live calls in single, unified view.
Record-on-Demand
Agents can flag calls for recording in real time, including at the end of an interaction.
Rule-Based Contact Selection
Apply specific business rules to flag interactions for recording and evaluation.
System Error Monitoring & Alerts
Automatic alerts for potential system errors.
Efficient Organisation & Metadata Tagging
Interactions are intelligently categorised using powerful metadata tagging.
Secure Storage & Playback
Customer interactions are compressed and encrypted using end-to-end 256-bit AES encryption. Playback can be restricted based on user credentials.
Evaluate and Analyse
Streamlined tools and customizable evaluations for faster, more accurate quality evaluation.
Library of Pre-Built Forms
Select from multi-part, mixed-response type, multi-channel, section-level weighting, question-level weighting, evaluator hints and KPI questions.
Post-Call Surveys
Integrate post-call customer survey results with other QM metrics.
Secure Storage & Playback
Customer interactions are compressed and encrypted using end-to-end 256-bit AES encryption. Playback can be restricted based on user credentials.
Customizable Dashboards & Reports
Clear dashboards and easily modifiable reports provide simple displays of quality metrics for individual agents, teams and groups
Unified Playback & Evaluation
Audio and screen recordings are combined with evaluation forms in one unified window.
Coaching
Focus coaching efforts, target training initiatives, and improve effectiveness.
Advanced Search Capabilities
Granular searching using powerful, customizable metadata.
Data Export
Recorded calls can be exported – individually or in bulk – in common media formats (WAV, WMA, WMV) for sharing with stakeholders across the enterprise.
Analytics-Driven Quality Assurance
Integration with Calabrio Analytics leverages advanced analytics tools to optimise the quality evaluation process.
Engage and Motivate
Deliver timely feedback to drive employee engagement and self-improvement.
Personalised Agent Dashboards
Agents can track their evaluation scores through a simple dashboard.
Customised Agent Feedback
Agents receive feedback and performance metrics including evaluation scores.
Gamification
Built-in gamificaiton tools create agent and team competitions. Display leaderboards and award badges and incentives based on performance.
Ready for more?
