Make Every Interaction Matter with Calabrio Call Recording
Customer interactions are the essence of the contact centre. Calabrio Call Recording harnesses your richest source of brand intelligence. Capture every call, email, chat, text, and tweet. Automatically transform the raw voice of the customer into highly usable data that can unite the voice of your customer with key goals across the business.
Make Every Interaction Matter
with Calabrio Call Recording
with Calabrio Call Recording
Customer interactions are the essence of the contact centre. Calabrio Call Recording harnesses your richest source of brand intelligence. Capture every call, email, chat, text, and tweet. Automatically transform the raw voice of the customer into highly usable data that can unite the voice of your customer with key goals across the business.
The Contact Centre is the New Front Door to Your Company
The way consumers interact with brands has changed: 97% of consumers say contact centre experiences are now central to brand perception. As more consumers seek out digital-first interactions, Calabrio Call Recording helps you make the most of the virtual front door to your company. Capture voice-of-customer insights across digital and traditional channels, so you can understand how to deepen loyalty, expand market share, and build customer-centric growth strategies.
The Contact Centre is the New Front Door to Your Company
The way consumers interact with brands has changed: 97% of consumers say contact centre experiences are now central to brand perception. As more consumers seek out digital-first interactions, Calabrio Call Recording helps you make the most of the virtual front door to your company. Capture voice-of-customer insights across digital and traditional channels, so you can understand how to deepen loyalty, expand market share, and build customer-centric growth strategies.
With Calabrio Call Recording, you will:
With Calabrio ONE, you will:
We now have reliable call recording, which results in fewer IT tickets and happier contact centre managers.”
We now have reliable call recording, which results in fewer IT tickets and happier contact centre managers.”
Recording Purpose-Built for the Modern Contact Centre
Calabrio Call Recording helps you navigate customer interactions and data security issues, providing a seamless experience for users and giving contact centre leaders and compliance teams peace of mind. Know that you’re securely and reliably capturing 100% of calls.
A single integrated platform ensures 100% capture of every interaction across traditional and digital channels, including desktop recording.
• Built-in capabilities like auto pause-and-resume simplify agent adherence with compliance requirements.
• Powerful metadata tagging automatically adds deeper context and searchability to interaction data.
• Automated organisation sorts and stores interactions based on intelligent business rules.
Built to make focused, manual searches fast and easy—and seamlessly integrate with advanced reporting and analytics tools.
• Simple and intuitive search criteria enable you to quickly find exactly what you need.
• Easy CRM integration allows hyperlinking to connect customer interactions with CRM records.
• Tag interactions for recall and easily share or export interactions for coaching and training.
Whether it’s HIPAA, PCI, GDPR, or CCPA—you’re covered. You’ll be able to prove adherence, defend against legal risks, and protect your brand.
• All data and files are encrypted using the Advanced Encryption Standard (AES-256)—before they are transmitted and stored.
• Granular access controls make it easy to define and limit access privileges by user, role, or group.
• Data easily flows through short-term to long-term storage.
• Advanced data compression minimises data storage requirements, while retaining searchability and rapid access.
Recording Purpose-Built for the Modern Contact Centre
Calabrio Call Recording helps you navigate customer interactions and data security issues, providing a seamless experience for users and giving contact centre leaders and compliance teams peace of mind. Know that you’re securely and reliably capturing 100% of calls.
Omnichannel Call Capture
A single integrated platform ensures 100% capture of every interaction across traditional and digital channels, including desktop recording.
• Built-in capabilities like auto pause-and-resume simplify agent adherence with compliance requirements.
• Powerful metadata tagging automatically adds deeper context and searchability to interaction data.
• Automated organisation sorts and stores interactions based on intelligent business rules.
Efficient Search
Built to make focused, manual searches fast and easy—and seamlessly integrate with advanced reporting and analytics tools.
• Simple and intuitive search criteria enable you to quickly find exactly what you need.
• Easy CRM integration allows hyperlinking to connect customer interactions with CRM records.
• Tag interactions for recall and easily share or export interactions for coaching and training.
Secure & Compliant Storage
Whether it’s HIPAA, PCI, GDPR, or CCPA—you’re covered. You’ll be able to prove adherence, defend against legal risks, and protect your brand.
• All data and files are encrypted using the Advanced Encryption Standard (AES-256)—before they are transmitted and stored.
• Granular access controls make it easy to define and limit access privileges by user, role, or group.
• Data easily flows through short-term to long-term storage.
• Advanced data compression minimises data storage requirements, while retaining searchability and rapid access.
Customers have been able to drive greater brand compliance by agents using Calabrio ONE” (TechValidate)
Customers have been able to drive greater brand compliance by agents using Calabrio ONE” (TechValidate)
Boost the Power of Each Interaction with Integrated Solutions
Calabrio Call Recording is central to contact centre operations, core to business intelligence, and the foundation of the Calabrio ONE workforce performance suite. Yet you need to transform and act on those interactions to truly harness the voice of the customer. Calabrio ONE seamlessly integrates Call Recording with Quality Management, Analytics, Data Management, and Workforce Management to provide contact centres with everything needed to protect their brand.
Score Every Customer Interaction
Get a holistic view of customer service experiences alongside an accurate, in-depth understanding of agent performance in a single view. Advanced analytics tools deliver predictive scoring and agent evaluations for every interaction across every channel.
Engage, Coach, and Motivate Agents Using the Voice of the Customer
Use skill-gap mapping and predictive scoring to give agents the near real-time feedback they crave. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalised and impactful.
Connect Interaction Insights with Data from Across the Enterprise
Easily connect voice-of-the-customer data with other data streams from anywhere in the organisation. Then create and automate reports and deliver intuitive data visualisations that link contact centre performance with high-level business goals.
Boost the Power of Each Interaction with Integrated Solutions
Calabrio Call Recording is central to contact centre operations, core to business intelligence, and the foundation of the Calabrio ONE workforce performance suite. Yet you need to transform and act on those interactions to truly harness the voice of the customer. Calabrio ONE seamlessly integrates Call Recording with Quality Management, Analytics, Data Management, and Workforce Management to provide contact centres with everything needed to protect their brand.
Score Every Customer
Interaction
Interaction
Get a holistic view of customer service experiences alongside an accurate, in-depth understanding of agent performance in a single view. Advanced analytics tools deliver predictive scoring and agent evaluations for every interaction across every channel.
Engage, Coach, and Motivate Agents Using the Voice of the Customer
Use skill-gap mapping and predictive scoring to give agents the near real-time feedback they crave. Inspire self-improvement among your agents with built-in gamification. And use focused analytics insights to make agent coaching more personalised and impactful.
Connect Interaction Insights with Data from Across the Enterprise
Easily connect voice-of-the-customer data with other data streams from anywhere in the organisation. Then create and automate reports and deliver intuitive data visualisations that link contact centre performance with high-level business goals.
