Trusted by millions of agents at leading brands
AI-Powered Quality Management Outcomes
Explore real-world use cases that power real results for businesses like yours.
QM Demo
See How Quality Management works
Explore the full range of our automated contact center quality assurance tools.
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Feature
- Quality Management
- Auto QM
- Analytics
- Advanced Sentiment
- Trending Topics
Comprehensive Quality Monitoring
Power Up Your Omnichannel QA Program
Consumers today expect more and forgive less. Calabrio Quality Management gives contact centers the AI-powered toolset to understand where (and how) they can get better—while empowering managers and agents alike.
Whether you’re transitioning from manual QA or embracing full automation, Calabrio ONE delivers future-ready, AI-powered tools that align evaluations and insights with your needs while scaling accordingly.
Give agents the specific insights they crave. Empower them to track their own performance in near real-time, inspire competition with gamification, and turn your customers into superfans.
Eliminate the complexity of managing coaching and performance across disparate tools. Seamlessly conduct coaching sessions, document interactions, and track agent progress against KPIs in one comprehensive quality monitoring platform.
Ensure compliance and manage risk with a complete view of your contact center and multiple methods to prevent recording of sensitive customer data.
Why Calabrio
Innovation That Outpaces the Competition
From agents to analysts, the Calabrio ONE platform empowers contact centers to achieve their goals—and their reviews prove it.
Calabrio ONE
Verint
NiCE WFM
Aspect Workforce
Leading QM Capabilities
End-to-End Solutions That Elevate Performance
Calabrio Quality Management provides everything you need to take complete control of your quality program and drive lasting impact across the organization.
Design, customize, and manage evaluation forms with ease using our Evaluation Manager. Whether you’re building from scratch or modifying existing templates, you can align scoring criteria to your evolving business goals and compliance standards—ensuring you improve what matters most your organization.
Leverage metadata tagging to filter, organize, and retrieve interactions based on relevant attributes—such as call type, agent, channel, or custom tags. Easily prioritize evaluations, find coaching opportunities, and unlock more targeted insights that drive improvement across your quality program.
Unlock WFM and QM insights with AI-driven business intelligence and custom reporting that deliver a single source of truth for contact center performance. Connect quality data, adherence and scheduling metrics, interaction trends, sentiment, and more. Spot patterns and take action, whether you’re a coach, analyst, or contact center leader.
Evaluation Form Manager
Design, customize, and manage evaluation forms with ease using our Evaluation Manager. Whether you’re building from scratch or modifying existing templates, you can align scoring criteria to your evolving business goals and compliance standards—ensuring you improve what matters most your organization.
Metadata Tagging & Searchability
Leverage metadata tagging to filter, organize, and retrieve interactions based on relevant attributes—such as call type, agent, channel, or custom tags. Easily prioritize evaluations, find coaching opportunities, and unlock more targeted insights that drive improvement across your quality program.
Automated Reporting & Analytics
Unlock WFM and QM insights with AI-driven business intelligence and custom reporting that deliver a single source of truth for contact center performance. Connect quality data, adherence and scheduling metrics, interaction trends, sentiment, and more. Spot patterns and take action, whether you’re a coach, analyst, or contact center leader.
Case Studies
A Trusted Ally to Leading Brands That Empower Employees and Maximize Performance
Explore how Calabrio helps leading brands overcome challenges and unlock competitive advantages.
• 20% Increase in First Contact Resolution
• 40% Decrease in Six Sigma Defect Rate
• 40% in Customer and Agent Effort
“We expect throughout the remainder of the year to continue to reduce our defect rate by 40%, which will drive additional improvement in first contact resolution.”
Customer Reviews
Leaders in Workforce Management Customer Satisfaction
See why customers choose Calabrio to quickly turn insights into revenue-boosting action.
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Charles Angelo V
Outsourcing/Offshoring Quality Analyst
Lisa P
Enterprise Workforce Analyst
Brian W
Mid-Market Workforce Management Planner
Featured Resources
FAQs
Looking for help?
Get answers to some of the most frequently asked Quality Management questions.
Contact center quality management (QM) is a strategic approach to continuously improving the overall customer experience. It involves analyzing data from various sources, including individual agent performance evaluations, to identify trends and areas for improvement across the entire contact center.
Learn about the QM’s importance, challenges teams face, and much more in our complete guide to quality management.
The most effective contact center quality management software will provide a comprehensive suite of tools for quality monitoring, quality assurance, evaluation, coaching, and more. The top features to look for when evaluating quality management software include:
- Omnichannel Interaction Recording and Automated Evaluations: The ability to monitor and evaluate interactions across channels is at the core of any effective quality management system. Calabrio Call Recording captures your conversations across channels and Auto QM provides accurate, customizable, and AI-powered evaluations for 100% of interactions, ensuring valuable insights never slip through the cracks.
- Advanced Analytics and Reporting: Speech analytics, sentiment analysis, and other reporting tools (including customizable dashboards) should make it as easy as possible to turn customer interaction data into impactful insights.
- Automated Feedback and Performance Coaching Tools: Contact center QM and QA software should provide automation that streamlines evaluation and feedback delivery so that managers can zero in on the right issues affecting performance—and that agents can get data-driven information that helps them improve. Plus, performance coaching tools should simplify efforts to coach agents, track effectiveness, and fuel engagement and retention.
- Gamification: Keep agents engaged and foster team togetherness with the help of built-in gamification tools, such as customizable leaderboards, awards, and other performance incentives.
Contact center quality assurance and quality management are closely related but distinct practices. Quality assurance (QA) focuses on evaluating agent performance and adherence to procedures, compliance regulations, and best practices during customer interactions, with the goal of ensuring that each interaction meets specific set standards.
Meanwhile, quality management (QM) programs takes a broader approach, typically analyzing QA data along with other metrics to identify trends and implement strategic improvements across the entire contact center. QA, then, is an aspect of QM, which seeks to take a more comprehensive approach to driving enhancements to customer experience.
