About Calabrio Quality Management
Calabrio Quality Management is a quality management software from Calabrio, Inc. that supports omnichannel QA programs. It combines forecasting and scheduling, real-time adherence, and self-scheduling to help improve contact center efficiency. This software provides agent assist capabilities and tools for quality management, enabling organizations to build better brand experiences. Calabrio Quality Management is designed to be trusted by millions of agents at leading brands, offering AI-driven insights for performance and customer use. Key capabilities: forecasting and scheduling real-time adherence self-scheduling agent assist quality management Best for: contact center managers and leaders that need to monitor and improve agent performance and customer interactions.
Calabrio Quality Management, developed by Calabrio, Inc., is a comprehensive customer experience software designed to enhance workforce engagement and optimize contact center operations. It provides businesses with tools to monitor, evaluate, and improve customer interactions through AI-driven analytics and automated quality management processes. The software is particularly useful for organizations looking to streamline their customer service operations while ensuring compliance and performance tracking. Key features include call recording, speech analytics, sentiment analysis, and customizable reporting, all of which contribute to a more efficient and data-driven approach to customer experience management. The user interface of Calabrio Quality Management is designed with simplicity and efficiency in mind. It offers an intuitive layout that allows users to navigate seamlessly through various functionalities. The dashboard is well-organized, providing quick access to essential tools such as call monitoring, evaluation templates, and reporting features. The customization options enable businesses to tailor the interface to their specific needs, making it adaptable for different operational requirements. Additionally, the software integrates visual analytics that help users interpret data more effectively, ensuring that insights are easily accessible and actionable.
Pros & Cons
- +1. It automates evaluation at scale, scoring 100% of interactions for consistent, unbiased insights.
- +2. It provides a single source of truth and AI-powered tools to elevate your QA program.
- +3. It simplifies quality assurance and customer experience oversight with scalable tools.
- +4. It empowers agents with customizable reports and gamification to track performance and foster healthy competition.
- −1. Lack of customization options, making it difficult to tailor the software to specific business needs
Features
Key features
- 1. AI-Driven Auto QM
- Automates evaluations and performance tracking across all interactions and channels using advanced AI, offering comprehensive scoring and flexibility for custom evaluation designs. This feature is unique due to its ability to score 100% of interactions for consistent, unbiased insights at scale.
- 2. Omnichannel Call Capture
- Provides the ability to capture and analyze interactions across all channels, giving a complete view of the customer journey regardless of how they interact with the contact center. This ensures no interaction is missed in the evaluation process.
- 3. Synchronized Media Player with Screen Recordings
- Allows users to understand agent workflows and identify coaching opportunities by playing back interactions synchronized with screen recordings, offering full context of the agent's actions during a call.
- 4. Automated Reporting & Analytics
- Delivers AI-driven business intelligence and custom reporting, providing a single source of truth for contact center performance by connecting quality data, adherence, scheduling metrics, and interaction trends. This enables quick identification of patterns and actionable insights.
- 5. Evaluation Form Manager
- Offers an intuitive hub for designing, customizing, and managing evaluation forms with ease, allowing organizations to align scoring criteria with evolving business goals and compliance standards. This simplifies the creation and management of quality assessments.
Additional features
- 1. Auto QM
- Automates evaluation at scale, scoring 100% of interactions across channels for consistent, unbiased insights.
- 2. Evaluation Manager
- An intuitive hub for managing forms, scoring, and feedback, streamlining the evaluation process.
- 3. Synchronized Media Player with Screen Recordings
- Provides full context of agent workflows and identifies coaching opportunities by using a synchronized media player with screen recordings.
- 4. Tools that scale with your team
- Simplifies quality assurance and customer experience oversight with tools designed to grow with your team.
- 5. Omnichannel Call Capture
- Captures interactions across all channels, ensuring a complete view of customer engagement.
- 6. Media Player
- Plays back interactions for review and analysis. (This appears to be the core component of the "synchronized media player with screen recordings" but is also listed separately).
- 7. Interaction Summary
- Provides a summary of interactions, likely aiding in quick comprehension.
- 8. Real-Time Monitoring
- Allows for live monitoring of interactions as they happen.
- 9. Comprehensive Interaction Scoring
- Scores every question for every interaction across every channel, unlocking hidden insights.
- 10. Unmatched Flexibility
- Enables the design of evaluations that reflect unique goals with custom questions and scoring that can be saved and reused.
- 11. Knowledge Base Integration
- Connects internal knowledge to enhance evaluation accuracy with deeper context.
- 12. Compliance Complexity, Simplified
- Automates QA processes to ensure regulatory compliance and rapidly implement advanced control measures.
- 13. Metadata Tagging & Searchability
- Leverages metadata tagging to filter, organize, and retrieve interactions based on relevant attributes, improving the ability to prioritize evaluations and find coaching opportunities.
- 14. Automated Reporting & Analytics
- Delivers AI-driven business intelligence and custom reporting for a single source of truth for contact center performance.
- 15. Flexible AI-driven solutions
- Evolves beyond rigid quality management with solutions that meet organizations at any stage of their QM journey.
Pricing
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About Calabrio Quality Management
Calabrio Quality Management is a quality management software from Calabrio, Inc. that supports omnichannel QA programs. It combines forecasting and scheduling, real-time adherence, and self-scheduling to help improve contact center efficiency. This software provides agent assist capabilities and tools for quality management, enabling organizations to build better brand experiences. Calabrio Quality Management is designed to be trusted by millions of agents at leading brands, offering AI-driven insights for performance and customer use. Key capabilities: forecasting and scheduling real-time adherence self-scheduling agent assist quality management Best for: contact center managers and leaders that need to monitor and improve agent performance and customer interactions.
Calabrio Quality Management Details
Calabrio Quality Management's In-App Market Place
Does Calabrio Quality Management have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
USD ($), EUR (€), GBP (£), JPY (¥), AUD ($), CAD ($), CHF (CHF), CNY (¥), SEK (kr)
Pros & Cons
- 1. It automates evaluation at scale, scoring 100% of interactions for consistent, unbiased insights.
- 2. It provides a single source of truth and AI-powered tools to elevate your QA program.
- 3. It simplifies quality assurance and customer experience oversight with scalable tools.
- 4. It empowers agents with customizable reports and gamification to track performance and foster healthy competition.
- 1. Lack of customization options, making it difficult to tailor the software to specific business needs
Calabrio Quality Management's Support Options
Calabrio Quality Management's Alternatives
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