Calabrio Analytics – Leading Contact Center Advanced AI Analytics Software
The all-in-one solution for call recording speech analytics and sentiment analysis
Identify customer pain points and needs with advanced sentiment analysis
Harness the VoC for customer-centric marketing & sales to skyrocket revenue
Empower agents & drive operational excellence with AI-benchmarking
Schedule a demo with our team!
Leading brands trust Calabrio
Experience the World’s Best Analytics for Yourself
Make Quick and Accurate Business Decisions With These Powerful Features
With Calabrio Analytics You Will
Turn challenges into competitive advantages and deliver powerful value to your customers.
Transform Your Contact Center with these Features
- Speech & Text Analytics
- Desktop Analytics
- Sentiment Analytics
- Predictive Evaluation & Scoring
- Customized Analytics Dashboard
- Interaction Summary
Calabrio Analytics combines sophisticated phonetics and speech-to-text tools so you can transform every spoken word into accurate, usable data. Advanced text analytics engine, built using the same models as the speech-to-text tool, provides consistency that drives accuracy and reliability in every interaction.
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.
Dive into nuanced customer interactions with sentiment scores (positive, neutral or negative) for every single call. Then incorporate sentiment scoring into QM and agent coaching processes to add an empathetic, human depth.
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.
Easily create and automate dedicated dashboards for business problems like customer retention, brand awareness, upsell and cross-sell opportunities, script adherence, compliance, and more.
Agents spend significant time typing the summary of interactions as part of their post-interaction workflow. The automation of this work will reduce the time they need to spend on after call work and will provide succinct summaries across all interactions — voice, chat, email and text. These summaries are searchable, enabling agents to find similar interactions. This can help supervisors identify areas requiring better solutions and more personalized support, leading to higher customer satisfaction.
Benefits include:
• Automate processes to save time and get enhance agent overall productivity.
• Generate uniform and unbiased summaries, ensuring consistent content.
• Effortlessly navigate through summaries to extract key themes and trends.
• Holistic perspective of the entire interaction along with a comprehensive summary.
Calabrio Analytics combines sophisticated phonetics and speech-to-text tools so you can transform every spoken word into accurate, usable data. Advanced text analytics engine, built using the same models as the speech-to-text tool, provides consistency that drives accuracy and reliability in every interaction.
Agents spend significant time typing the summary of interactions as part of their post-interaction workflow. The automation of this work will reduce the time they need to spend on after call work and will provide succinct summaries across all interactions — voice, chat, email and text. These summaries are searchable, enabling agents to find similar interactions. This can help supervisors identify areas requiring better solutions and more personalized support, leading to higher customer satisfaction.
Benefits include:
• Automate processes to save time and get enhance agent overall productivity.
• Generate uniform and unbiased summaries, ensuring consistent content.
• Effortlessly navigate through summaries to extract key themes and trends.
• Holistic perspective of the entire interaction along with a comprehensive summary.
Rocket Experiences with a Truly Holistic View Of Your Contact Center
See Why Customers Choose Calabrio
Loved by many organizations to quickly turn insights into revenue-boosting action.
“like that everyone has access to view all schedules for all employees and not just management. It helps when you want to trade shifts with someone. It shows whois all logged inandiit also shows your adherence. I ike that the adherence feature has the time for which you switched AUX codes. It is very helpful to have your schedule, the teams schedule, time off requests in one place. | also like that it shows average handle time, average talk time, ready time, average after call work and answered calls in one place.”
Pololani P.
Student Services Associate
“Straightforward forecasting, the schedule interface allows easy visibility for channel planning and skill adjustments during the week. The RTA alarms are really useful. Being able to divide the workforce into teams and groups really helps with information management.”
David H.
Customer Care Supervisor
“This s the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to ‘avoid lost hours. You can also access daily records of agents. workflow. Work avoidance can be easily determine by this tool”
Charles Angelo V.
Quality Analyst
“like that everyone has access to view all schedules for all employees and not just management. It helps when you want to trade shifts with someone. It shows whois all logged inandiit also shows your adherence. I ike that the adherence feature has the time for which you switched AUX codes. It is very helpful to have your schedule, the teams schedule, time off requests in one place. | also like that it shows average handle time, average talk time, ready time, average after call work and answered calls in one place.”
Pololani P.
Student Services Associate
“Straightforward forecasting, the schedule interface allows easy visibility for channel planning and skill adjustments during the week. The RTA alarms are really useful. Being able to divide the workforce into teams and groups really helps with information management.”
David H.
Customer Care Supervisor
“This s the best system to use for workforce management in the BPO industry. Live monitoring of employees status and schedules to ‘avoid lost hours. You can also access daily records of agents. workflow. Work avoidance can be easily determine by this tool”
Charles Angelo V.
Quality Analyst
