Monitoring and Recording

There are many reasons a business will monitor and record calls - not just agents in the call center, but support personnel, subject matter experts, legal personnel, etc. Calabrio provides a range of options for monitoring and recording calls to nurture the customer experience, control quality and protect the interest of the business:

• Call Recording
• Live Voice and Screen Monitoring
• Quality Management
  

Regardless of the application, Calabrio offers:

• A modern Web-based interface that is refreshingly easy to deploy, learn and use
• Role-based access that puts the right views in the hands of each type of user
• Powerful features made possible through the tightest integration available with the Cisco Unified Contact Center platform
• The only solution that lets you select from three recording architectures - desktop, server and network-based; Choose one or all three in a single environment
• Serviceability advantages that include a software-only approach, flexible storage options that let you leverage your existing servers (and use fewer of them), and 100% recording verification for peace of mind in mission-critical applications

Call Recording

Calabrio Call Recording provides a solution to record all calls to meet regulatory or compliance requirements, for back office applications or to handle customer disputes. Calabrio makes the task of recording, archiving and retrieving 100% of calls more manageable. Organizations can choose to record all calls for everyone, or for specific teams of agents and workers configured in the system. Archive parameters are flexible and storage is secure. Advanced query options and powerful metadata tagging let users find recordings quickly and easily among thousands of logged interactions.

Live Voice and Screen Monitoring

Supervisors can listen to live calls randomly or when an event triggers the need.

Quality Management

Every interaction presents an opportunity to strengthen a customer relationship, build loyalty and drive sales. Calabrio Quality Management makes it easy to capture the full agent and customer experience in your contact center - so you can monitor, evaluate, adjust and impact quality.

With Calabrio Quality Management, you can review and assess the performance of individual agents and teams - with minimal time and effort. You set business-driven parameters that automatically pinpoint and record only the calls that will provide the best insight into performance, making the most of each evaluator's time.

With Calabrio Quality Management, power and ease combine to help you meet your business goals, whether it's delivering a more consistent, high-quality customer experience, increasing first-call resolution, increasing efficiency, improving agent knowledge, performance and retention - or likely some combination.

Other options include:

Calabrio Recording Export (CRX) - a software-based transfer utility that allows contact centers to export multiple call recordings in bulk for archiving and speech analytics.

Calabrio Recording Controls - on-demand recording so agents can flag any call as a "call of interest", so critical transactions don't fall through the cracks.

Calabrio Speech Analytics - simply a powerful tool that lets you define keywords by which to flag, review and analyze calls for business trends that might otherwise go unnoticed.

Calabrio One - Workforce Optimization for Today's Work Style.