Calabrio Interaction Analytics
Leading contact center analytics software:
Unlock your advantage
Unlock your advantage
Fuel a customer-centric engine with AI-powered contact center analytics software. All-in-one Interaction Analytics solution:
Powerful AI quality monitoring tools help quickly identify issues and opportunities.
Zero in on metrics that matters most and identify personalized training opportunities.
Boost agent development and engagement with performance coaching tools and gamification.
Simplify contact center quality assurance and CX management with reliable true-cloud QM.
Identifies customer pain points and needs with advanced sentiment analysis.
Unlocks impactful CX intelligence with unrivaled speech and text analytics tools.
Puts sophisticated AI and ML in the hands of every single user—no data expertise required.
Empowers strategic innovation that skyrockets revenue with intuitive CX analytics tools.
Interaction Analytics Demo
See how our advanced contact center analytics software works
Explore the customer interaction analytics suite to see
how Calabrio puts your data to work.
Analytics Features
Advanced CX Analytics Tools to Transform Your Business
Calabrio Interaction Analytics offers everything you need to turn challenges into competitive advantages—and deliver powerful value to your customers.
- Speech and Text Analytics
- Desktop Analytics
- Sentiment Analysis
- Predictive Evaluations and Scores
- Custom Analytics Dashboards
Speech and Text Analytics
Interaction Analytics combines sophisticated phonetics and speech-to-text tools so you can transform every spoken word into accurate, usable data. Meanwhile, an advanced text analytics engine 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
Dig into the nuances of complex customer interactions with contact center sentiment analysis that produces sentiment scores (positive, neutral, or negative) for every single call. Then incorporate sentiment scoring into quality management and agent coaching processes to add empathetic, human depth to your CX.
Predictive Evaluations and 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 personalized coaching, and gives agents engaging near real-time feedback.
Custom Analytics Dashboards
Easily create and automate dedicated dashboards for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, script adherence, compliance, and more. Give both managers and agents the ability to focus on what matters most.
Benefits
Translate Data into Exceptional Experiences
Leverage the best analytics tools available and turn your contact center into a growth center.
Drive Hyper-Personalized CX
Identify customer pain points—and anticipate their future needs—with omnichannel analytics tools. Visualize trends to deliver predictive and assistive experiences. Equip your agents with the personalized insights they need to make deeper human connections and drive lasting loyalty.
Fuel Customer-Centric Marketing & Sales
Powerful CX analytics tools enable teams to take the real-time pulse of customers and create rich profiles that fuel smarter marketing messages and powerful sales strategies. Harness true voice-of-the-customer analytics to outperform your competitors and reveal new revenue stream opportunities.
Achieve Operational Excellence
Deliver actionable insights where they’re most relevant: in agent dashboards, QM workflows, and WFM activities. Pinpoint operational headaches and eliminate bottlenecks that slow agents down. Plus, motivate performance and boost retention with AI-driven benchmarking, gamification, and personalized dashboards.
Case Studies
A trusted ally to leading brands looking to empower employees and maximize performance
Explore how Calabrio has helped leading brands overcome challenges and unlock competitive advantages.
Peckham
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.
Idaho Central Credit Union
Despite already boasting impressive NPS metrics, leveraged predictive analytics and enhanced quality management tools to achieve aggressive targets while handling rising demand.
GreenPath Financial
GreenPath Financial lacked data to understand marketing impact. With Calabrio Analytics they harnessed the voice of their customer to rapidly increase NPS and much more.
Calabrio ONE
One Suite to Understand and Elevate All Interactions
Get the best-in-class tools you need in one fully integrated workforce performance suite.
Impact by the Numbers
The statistics speak for themselves
Calabrio’s leading-edge interaction analytics software is built to enrich and understand human interactions. And it’s trusted by top brands because it delivers incredible impact.
Increase in First Call Resolution Rates
Increase in Customer Satisfaction Rates
Increase in Contact Center Productivity
Increase in NPS
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Leading customer intelligence tools built—and trusted—to enrich and understand human interactions
Calabrio’s leading-edge interaction analytics software is built to enrich and understand human interactions. And it’s trusted by top brands because it delivers incredible impact.
Adil G.
Enterprise System Specialist
“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.”
Verified User
Mid-Market Automotive Organization
“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.”
Adil G.
Enterprise System Specialist
“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.”
Courtney R.
Enterprise Workforce Management Analyst
“I love that there are multiple resources within Calabrio ONE. I have access to data, QA, WFM, and call recordings all in one program. 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..”
FAQS
Explore our most asked questions
Looking for help? Get answers to some of the most frequently asked contact center analytics questions.
Contact center analytics refers to the total process of gathering, analyzing, and interpreting data from various interactions and operations within a contact center. This data can encompass a wide range of information, including call recordings, customer feedback surveys, agent performance metrics, and operational statistics. By examining these data points, contact center managers can gain valuable insights into customer behavior, agent performance, and overall operational efficiency.
“Contact center analytics” also typically refers to the contact center analytics software, such as Calabrio Interaction Analytics, that is purpose-built to facilitate the capture, analysis, and sharing of contact center and customer interaction data.
Contact center analytics involves a multi-faceted process that ultimately all begins with data collection. Information on the agent and customer experience is gathered from various channels, potentially including call recordings, chat transcripts, emails, social media interactions, screen capture, and customer surveys. All this raw data, which in effect comprises the voice of a business’s customer, is then processed and analyzed using specialized software, algorithms, artificial intelligence, and more.
Customer experience analytics tools can typically perform a variety of functions, such as transcribing calls, identifying keywords and phrases, analyzing customer sentiment, and tracking metrics and KPIs. With a solution like Calabrio Interaction Analytics, the results of this analysis are then presented in user-friendly dashboards, reports, and visualizations, allowing contact center managers and agents to easily interpret the data and make informed decisions. These insights can be used to identify areas for improvement, optimize processes, personalize customer experiences, and drive overall contact center performance. Learn more in our definitive guide to customer interaction analytics.
Speech analytics is an aspect of contact center or customer experience analytics focused specifically on analyzing the content and context of spoken interactions between agents and customers. Speech analytics solutions leverage speech recognition and natural language processing technology to transcribe and interpret conversations, enabling contact centers to uncover valuable insights related to customer sentiment, agent effectiveness, and common call drivers.
Learn about how to use speech analytics in your contact center.
Voice-of-the-customer (VoC) data refers to any feedback or information provided directly by customers about their experiences with a company’s products, services, or customer support. This data can be collected through various channels, such as surveys, social media, online reviews, call recordings, and direct feedback from agents. VoC analytics can leverage this data to provide invaluable insights into customer satisfaction, pain points, and expectations.
Analytics data can be leveraged to drive significant improvements in contact center performance. By identifying trends and patterns, both positive and negative, within customer interactions, organizations can optimize agent training and engagement, streamline processes, personalize customer experiences, and proactively address issues before they escalate. Additionally, analytics data can inform resource allocation decisions, improve call routing strategies, and enhance workforce management practices, ultimately leading to a more efficient and effective contact center operation.
Calabrio Interaction Analytics software gives each member of your team access to powerful artificial intelligence and advanced machine learning capabilities, making it easier than ever to generate predictive insights and put them into action.
Plus, Interaction Analytics is at the core of Calabrio ONE, our comprehensive platform for contact center workforce optimization. With Interaction Analytics and Calabrio ONE, you can connect VoC data with customer data from across the business, deliver smarter quality management and performance coaching, and use intelligent workforce management solutions to perfectly match service levels with demand to ensure service quality while optimizing labor efficiency. With this complete, analytics-fueled solution, you can deliver magnetic customer experiences, exceptional employee experiences, and unrivaled contact center performance.
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