Calabrio

Calabrio
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Short Description:
Calabrio is the only WFM vendor that combines speech and desktop analytics, quality management, call recording and advance reporting with workforce management (WFM). Calabrio ONE is a seamless solution, powered by the cloud, that combines a fully integrated workforce engagement suite with robust voice-of-the customer analytics and business intelligence tools.
Description:

Calabrio took the “best-of-the-best” from popular and established Teleopti WFM and Calabrio WFM to create a single cloud-first solution for a modern hybrid workforce.

Calabrio ONE includes:

WFM – designed to enable organisations to plan and manage their operations while providing the tools and technology to empower and engage today’s hybrid teams
Analytics – Calabrio combines speech, desktop and text analytics in one robust solution. It unlocks the goldmine of intelligence buried in contact centre data
Call recording – records 100% of interactions to transform them into highly usable data. Robust metadata lets supervisors quickly search hundreds of hours of calls to prove adherence, settle disputes, mitigate risk and improve performance
Advanced reporting – intuitive, cross-platform reporting tools help management tune out the noise and hone in on the insights they need to meet goals and drive business value.
Quality Management – customisable quality evaluations equip supervisors with the tools they need to strengthen employee engagement. Dashboards create timely feedback loops to engage and motivate agents

Calabrio took the “best-of-the-best” from popular and established Teleopti WFM and Calabrio WFM to create a single cloud-first solution for a modern hybrid workforce. Calabrio ONE includes:
  • WFM - designed to enable organisations to plan and manage their operations while providing the tools and technology to empower and engage today’s hybrid teams
  • Analytics - Calabrio combines speech, desktop and text analytics in one robust solution. It unlocks the goldmine of intelligence buried in contact centre data
  • Call recording – records 100% of interactions to transform them into highly usable data. Robust metadata lets supervisors quickly search hundreds of hours of calls to prove adherence, settle disputes, mitigate risk and improve performance
  • Advanced reporting - intuitive, cross-platform reporting tools help management tune out the noise and hone in on the insights they need to meet goals and drive business value.
  • Quality Management - customisable quality evaluations equip supervisors with the tools they need to strengthen employee engagement. Dashboards create timely feedback loops to engage and motivate agents

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