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Calabrio

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Overview

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Calabrio provides comprehensive Workforce Engagement Management (WEM) software, enabling contact centres to maximise agent engagement and deliver outstanding customer experiences. Their flagship cloud platform, Calabrio ONE, unifies Workforce Optimisation (WFO), agent engagement, and AI-driven business intelligence in a single suite. Trusted by global brands, it supports millions of agents worldwide, drives customer loyalty, operational excellence, and actionable insights through advanced automation and analytics. Calabrio boasts a 91% customer satisfaction rate, operates in 73 countries, and partners with over 300 organisations globally.

How It Works

  • Workforce Management (WFM): AI-driven forecasting, scheduling, and self-service tools, including real-time adherence and agent self-scheduling for flexibility.
  • Quality Management (QM): AI-powered Auto QM scores 100% of interactions, with real-time monitoring, screen recording, and compliant evaluations.
  • AI-Powered Interaction Analytics: Sophisticated phonetics and speech-to-text tools, automated sentiment analysis, and a Trending Topics tool extract actionable insights and highlight opportunities.
  • Performance Management: The My Calabrio portal centralises feedback, scheduling, skill-gap mapping, gamification, and predictive scoring for agent development.
  • Call Recording: 100% omnichannel recording with AI-powered search, secure AES-256 encryption, auto pause-and-resume, and comprehensive compliance features.
  • Bot Analytics: Monitors chatbot and voicebot performance across virtual and live agents, identifying content gaps and optimising responses.

Use Cases

Improve Customer Service and Sales
Harness the true voice of the customer with Calabrio, delivering hyper-personalised experiences to accelerate customer satisfaction and sales.
Reduce Agent Attrition and Boost Engagement
Empower and retain your workforce with tailored insights, effective coaching, and gamification tools designed for ongoing agent engagement.
Increase Operational Productivity and Efficiency
Optimise scheduling, automate workflows, and meet customer demand efficiently, eliminating manual chaos and after-call work.

Features & Benefits

  • Unified Workforce Engagement Management (WEM) Suite
  • AI-Powered Workforce Management (WFM)
  • Omnichannel Interaction Recording
  • Modern Quality Management (QM)
  • Advanced Bot Analytics
  • AI-Driven Interaction Analytics & Conversation Intelligence
  • Comprehensive Performance Management
  • Robust Reporting & Business Intelligence
  • Secure & Compliant Cloud Storage
  • Scalability & Reliability

Target Audience

  • By Role:
    • Business and Leadership (Managing Directors, Business Leadership)
    • CX Professionals (Chief of CX, Quality Champions, Super Agents)
    • Workforce Management (Contact Centre Directors, WFM Gurus)
    • Analytics and Insights (Analytics, Reporting, Intelligence Specialists)
    • IT Support (Tech Managers, Employee Support)
  • By Industry:
    • Finance (Banks, Financial Institutions)
    • Insurance (Insurance Providers)
    • Healthcare (Hospitals, Healthcare Providers)
    • Hospitality (Hotels, Restaurants, Agents)
    • Retail (Online and Brick-and-Mortar)
    • Utilities (Telco and Utility Providers)
  • By Business Type:
    • Enterprise Solutions (Brands with global reach, Fortune 500 companies)
    • Medium and Small Business (Mid-market and smaller companies)
    • Government Solutions (Public Sector and Federal Organisations)
    • BPO Solutions (External Service Providers)

Pricing

  • Pricing details are not provided in the available information.
  • For a customised quote, please contact Calabrio’s sales team or visit their website.

FAQs

What is call recording software?

Call recording software, also referred to as a call recorder, is a technology that records phone call data. In contact centres, it often includes screen recording capabilities and can capture interactions across modern channels such as text messaging.

Why do contact centres use call recording software?

Call and interaction recording tools enhance the quality of customer experiences by enabling better agent training and engagement, increasing productivity, and uncovering opportunities for improvement.

What are the top call recording features to look for?

Key features include:
  • Omnichannel Recording (across voice, chat, email, social media)
  • Screen Recording (to capture agent actions)
  • Search and Playback (to quickly find specific calls)
  • Quality Management Integration
  • Storage and Security (for compliance and long-term retention)

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