Calabrio Quality Management is a comprehensive software solution designed to optimize quality assurance in contact centers. It includes tools for interaction evaluation, performance coaching, and AI-powered analytics.

Key Features

Interaction Evaluation Evaluate every customer interaction across channels.

• Uses AI to score 100% of interactions.
• Provides detailed insights into agent performance.

Performance Coaching Enhance agent skills and engagement.

• Tailored training based on performance gaps.
• Gamification to motivate and improve agent performance.

AI-Powered Analytics Leverage AI for deeper insights and automation.

• Predictive analytics for proactive quality management.
• Automated reporting for comprehensive performance tracking.

Benefits

Improved Customer Experience Enhance the quality of customer interactions.

• Consistent evaluation of all interactions.
• AI-driven insights for better service.

Operational Efficiency Streamline quality management processes.

• Reduce manual evaluation time.
• Optimize agent training and development.