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Calabrio
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Calabrio

Overview
Synopsis

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

Category

Workforce Optimization Software

Features

• Access, create, publish, schedule, share and manage reports, dashboards and scorecards.
• Connect advanced speech analytics and text analytics tools across every channel.
• Create and fill overtime opportunities in real time.
• Create non-siloed, holistic reporting that aligns with unique business goals
• Play back relevant recordings and find what you need.

License

Proprietary

Price

• Contact for Pricing

Pricing

Subscription

Free Trial

Available

Users Size

Small (<50 employees), Medium (50 to 1000 employees), Enterprise (>1001 employees)

Website
Company

Calabrio

What is best?

• Access, create, publish, schedule, share and manage reports, dashboards and scorecards.
• Connect advanced speech analytics and text analytics tools across every channel.
• Create and fill overtime opportunities in real time.
• Create non-siloed, holistic reporting that aligns with unique business goals
• Play back relevant recordings and find what you need.

What are the benefits?

• Turn mountains of call data into neatly categorized information.
• Meet policies and comply with regulations for data encryption and secure storage.
• React to surges or ebbs in interaction volumes
• Deliver more personalized interactions with predictive analytics tools.
• Pull together disparate contact center data streams

PAT Rating™ ( Beta)
Editor Rating
Aggregated User Rating
Ease of use
7.6
8.7
Features & Functionality
7.6
8.4
Advanced Features
7.6
8.0
Integration
7.6
8.9
Performance
7.6
Customer Support
7.6
8.9
Implementation
8.9
Renew & Recommend
Bottom Line

Calabrio transforms customer experience with Calabrio ONE which inludes call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting.

7.6
Editor Rating
8.6
Aggregated User Rating
1 rating
You have rated this

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience. Calabrio’s Calabrio ONE includes features such as call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting. Calabrio One lets users create a unified and complete picture of every customer and every interaction. Users can also utilize pre-built tools or create users own highly customized reports, dashboards, and scorecards with Calabrio One’s Data Explorer. Calabrio One also lets users enable a customer-centric approach to goals and challenges across the business from branding and marketing, to sales or to service delivery. Users can also use pre-built evaluation workflows or create highly customized scorecards tailored to business goals. Calabrio ONE can also let users monitor calls live, see interaction evaluations and conduct on-demand analysis. Users can also give agents timely feedback through rich dashboards and allow them to share best practices with the click of a button. Users can create benchmarks, goals and agent competitions while also displaying leaderboards to encourage healthy competition where users can also provide incentives and awards to help all agents and even top performers improve consistently. Calabrio ONE uses advanced analytics and reporting tools to deliver predictive and prescriptive insights so that users can anticipate customer pain points. Calabrio ONE lets users anticipate customer desires and demands so as to deliver intuitive, personalized experiences that delight, deepen loyalty and drive growth.

Calabrio

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1 Reviews
  • Cameron
    March 3, 2017 at 3:25 pm

    Leverage gamification tools to drive healthy competition and support constant self-improvement.

    Company size

    Medium (50 to 1000)

    User Role

    IT Support

    User Industry

    Energy

    Rating
    Ease of use8.7

    Calabrio enables you to react to surges or ebbs in interaction volumes by responding to changes in real-time.

    Features & Functionality8.4

    Advanced Features8

    Integration8.9

    Customer Support8.9

    Implementation8.9

    ADDITIONAL INFORMATION
    Calabrio smart scheduling and dynamic employee engagement enables you to hone forecasting, streamline scheduling and administration and free managers to focus on adding value. Calabrio enables you to automate time off request approvals and leverage rule-based automation and streamline workflows.

Ease of use
Features & Functionality
Advanced Features
Integration
Performance
Customer Support
Implementation
Renew & Recommend

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