Voice of the Customer Software

Harness the true voice of your customer

Craft truly exceptional experiences with a better understanding of customer needs. Uncover deep insights with voice of the customer analytics software and power more effective support, marketing, and sales.

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Distill complex omnichannel interactions, hone in on sentiments and intent, and build a powerful store of usable data.

Reveal trends, spot critical issues, and predict what your customer—and your business—needs.

See the true story told by your customer data. Review and share intuitive visualizations. Accelerate impact and change.

Capture the complete customer journey. Seamlessly integrate VoC software with communications and CRM systems.

Trusted by global brands

Leading Voice of the Customer Solutions

Tools to analyze, visualize, and transform CX

Every modern contact center plays host to thousands—if not millions—of customer conversations. The trouble is in understanding what it is your customers are really telling you. Calabrio voice of the customer (VoC) software provides a comprehensive set of tools to get to the heart of the matter and unlock incredible value by leveraging customer insights that come straight from the source.

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Analyze

Reveal insights buried in mountains of contact center data

See trends as they emerge. Identify issues and customer pain points. Discover opportunities to increase engagement, improve performance, and work smarter as you enhance the customer experience.

Text Analytics: Extract insights from emails, chats, social media, surveys, and other text-based customer interactions.

Desktop Analytics: Connect agent activity to results. Gain visibility into what your agents are doing during and after customer interactions.

Sentiment Analysis: Automate delivery of sentiment scores for every voice-transcribed interaction.

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Visualize

See—and share—the story told by your data

Recognize the insights that can help you increase revenue, optimize efficiency, improve customer satisfaction, and validate compliance activity in your contact center. Create non-siloed, holistic reporting that aligns with unique business goals.

Intuitive Interface: Widget-based dashboards reveal big-picture trends and make it easy to drill down into activities, patterns, and areas of focus.

Embedded Business Intelligence: Empower even non-tech users with the power of AI-driven business intelligence solutions across the Calabrio suite.
Easy Collaboration: Easily share critical information in simple-to-understand, customizable reports across the enterprise. Generate buy-in and enable truly customer-centric business strategies.

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Transform

Translate insights into transformative action

Capture 100% of interactions and quickly turn raw data into actionable insights. Use the true voice of your customer to craft marketing and sales strategies that work. Integrate data from quality management, workforce management, CRM, HRMS, back-office email, chat, and other channels to create a holistic view of the customer journey. Create a powerful single source of business information—and use it to drive better decision-making across the organization.

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Calabrio VOC Software

Deliver what matters most to your customers

Build better brand experiences while you maximize operational efficiency. Lower costs while you drive customer loyalty at scale. Only the Calabrio ONE workforce optimization suite combines comprehensive workforce management with VoC analytics, agent engagement, and AI-fueled business intelligence solutions to meet the needs of the modern contact center.

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VOC software that’s built for your needs

Calabrio prides itself on not just developing leading solutions for today’s contact centers—but on serving as a valuable partner in each of our customers’ unique pursuits of success. To help you harness the voice of your customers, we know we need to listen closely to ours.

Intelligence with ease of use

For maximum impact, innovation needs to be easy to use. Calabrio’s fully integrated suite empowers all users with embedded intelligence, automation, and ease in every workflow. Plus, it integrates seamlessly with a wide range of leading platforms.

Innovation driven by your needs

The Calabrio Innovation Center is at the core of our commitment to our customers’ success. A dedicated team of experts will get to know your unique challenges and pain points, and develop new ways to apply your Calabrio tools and solutions.

Leading support, every step of the way

Get your contact center up and running on Calabrio ONE quickly, launch bold new initiatives, and upskill even the most experienced users with the help of Calabrio’s unmatched contact center professional services team and a deep library of resources developed by our experts in the Calabrio Success Center.

VOC software that’s built for your needs

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Intelligence with ease of use

Innovation driven by your needs

Leading support, every step of the way

Calabrio ONE

One suite to understand and elevate every interaction

Get the best-in-class tools you need in one fully integrated workforce performance suite.

Learn about Calabrio ONE

Customer Stories

A trusted ally to leading brands looking empower employees and maximize performance

Explore how Calabrio has helped leading brands overcome challenges and unlock competitive advantages.

When 1,500 contact center members are handling nearly 9 million global interactions each year, long holds and silence times add up in a big way. Calabrio Analytics helped Peckham understand and address root causes—and ultimately drive an extra $2.7 million in annual top-line revenue.

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We’re projected to receive more than a million phone calls this year, so predictive analytics tells us an NPS of 91% means 910,000 of those total calls will result in positive promoter scores.”

Brian Bunderson

Member Contact Center Managerm, Idaho Central Credit Union

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GreenPath Financial lacked data to understand marketing impact. With Calabrio Analytics they harnessed the voice of their customer to rapidly increase NPS, drive 150% more call volume to their target audience, and much more.

“For years we’ve run marketing campaigns to try to reach people, but we never knew if they were effective or not. We were never able to track that before the Calabrio system.”

Kristen Holt

CEO, GreenPath Financial

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VOC Software Features

Tools to deliver CX that stands out

Enrich your understanding of every customer interaction as you get the most out of your workforce with a comprehensive set of innovative, customer-centric features.

Auto QM

Automate the evaluation of 100% of customer interactions, removing the need for time-intensive manual reviews. Auto QM tool evaluates key criteria such as empathy, professional language, conversation flow, and the hold/transfer process.

Interaction Summary

Automate time-consuming after-call work while providing succinct summaries across all interactions with the innovative gen AI-powered Interaction Summary tool. Summaries are searchable, enabling agents to find similar interactions and gain new insights.

Custom dashboards that drive collaboration

Create and automate dashboards dedicated to priorities across the business. Effortlessly publish and share, facilitating seamless information flow throughout the contact center and among key stakeholders.

Desktop analytics

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

Data-driven agent empowerment

Provide agents with access to real-time customer insights and performance data, enabling them to personalize interactions and proactively address customer needs.

Why Calabrio

Powering more meaningful, more human connections

Calabrio solutions are trusted by millions of agents and counting because we help unlock the true voice of the customer and deliver what brands crave: engaging interactions, real data-driven intelligence, and sustainable growth.

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Customer Reviews

Leading conversation intelligence tools built—and trusted—to enrich and understand human interactions

See why customers choose Calabrio to quickly turn insights into revenue-boosting action.

“Calabrio is the only WFO vendor that combines speech, desktop and text analytics in one robust solution. Unlock the goldmine of intelligence buried in your contact center and transform every customer interaction into usable data and distill that data into key trends”

Adil G

Enterprise System Specialist

“I love that there are multiple resources within Calabrio ONE. The software is continually being updated and innovated to grow as the business grows. The Analytics tool can be game-changing for many different business types.”

Courtney R

Mid-Market Workforce Management Analyst

“Calabrio's Contact Center Workforce Optimization suite is a standout solution that provides a comprehensive set of tools for managing and optimizing contact center operations. Its strengths in forecasting, scheduling, quality management, and analytics make it a valuable asset for any contact center aiming to improve efficiency and customer satisfaction.”

Verified User

Mid-Market Automotive Organization