Trusted by millions of agents at leading brands
AI-Powered Contact Center Analytics Outcomes
Explore real-world use cases that power results for businesses like yours.
Interaction Analytics Demo
See How Our Advanced Contact Center Analytics Software Works
Explore the customer interaction analytics suite with an interactive demo.
Demo Type
Feature
- Analytics
- Quality Management
- Advanced Sentiment
- Auto QM
- Trending Topics
Powered by
AI-Powered CX Intelligence
AI That Adapts to You—and Delivers Results
No matter where you are on your AI journey, Calabrio will meet you there. Whether you’re looking to move on from manual processes with intuitive, out-of-the-box automation, or you’re searching for a full-featured AI platform you can fine-tune to fit your needs, Calabrio delivers.
Calabrio Analytics is powered by AI that:
Get insights that make sense to your team. Take control of Calabrio Conversation Intelligence with customizable AI prompts.
Build confidence, speed up adoption, and maximize impact with transparent, accurate AI.
Don’t settle for default metrics. Evaluate 100% of interactions based on what quality and performance actually mean to your business.
Interaction Analytics Features
Activate Your Competitive Edge with Advanced CX Analytics
Turn challenges into your competitive edge with Calabrio Interaction Analytics. Leverage real-time, AI-driven insights to equip your agents for success and create standout experiences that turn your customers into superfans.
Why Calabrio
Innovation That Outpaces the Competition
Only Calabrio ONE unites AI-driven workforce optimization, conversation intelligence, and agent engagement into a fully integrated suite that adapts to your unique needs. Just ask our customers.
Calabrio ONE
Verint
NiCE WFM
Aspect Workforce
See Everything. Improve Anything.
Transform raw data into unforgettable experiences with the best analytics tools available.
Harness truly intelligent conversation analytics to measure—and reveal—what really matters to your contact center and your customers. Go beyond generic AI and fine-tune Calabrio ONE tools with task-level customizable prompts, sentiment tuning, and more to ensure every interaction generates the accurate, relevant, and actionable insights you need to better engage employees and satisfy more customers.
Powerful CX analytics tools enable teams to take the real-time pulse of customers and create rich profiles that fuel smarter marketing messages and powerful sales strategies. Harness true voice-of-the-customer analytics to outperform your competitors and reveal new revenue opportunities.
Drive real operational excellence with personalized, prioritized insights, delivered in near-real time and where they’re most relevant: in agent dashboards, QM workflows, and WFM activities. Pinpoint operational headaches and eliminate bottlenecks that slow agents down. Plus, motivate performance and boost retention with AI-driven benchmarking, gamification, and personalized dashboards.
Build a contact center that scales with your ambition. The adaptive AI at the core of Calabrio ONE optimizes workforce performance and fuels continuous innovation. Stay ahead of the curve with an intelligent platform built to supercharge growth, no matter what comes next.
AI-Powered Precision. Human-Centered Results.
Harness truly intelligent conversation analytics to measure—and reveal—what really matters to your contact center and your customers. Go beyond generic AI and fine-tune Calabrio ONE tools with task-level customizable prompts, sentiment tuning, and more to ensure every interaction generates the accurate, relevant, and actionable insights you need to better engage employees and satisfy more customers.
Let Every Customer Guide Your Growth.
Powerful CX analytics tools enable teams to take the real-time pulse of customers and create rich profiles that fuel smarter marketing messages and powerful sales strategies. Harness true voice-of-the-customer analytics to outperform your competitors and reveal new revenue opportunities.
Optimize Every Action. Perfect Every Outcome.
Drive real operational excellence with personalized, prioritized insights, delivered in near-real time and where they’re most relevant: in agent dashboards, QM workflows, and WFM activities. Pinpoint operational headaches and eliminate bottlenecks that slow agents down. Plus, motivate performance and boost retention with AI-driven benchmarking, gamification, and personalized dashboards.
Don’t Just Keep Up. Stay Ahead.
Build a contact center that scales with your ambition. The adaptive AI at the core of Calabrio ONE optimizes workforce performance and fuels continuous innovation. Stay ahead of the curve with an intelligent platform built to supercharge growth, no matter what comes next.
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.”
- Nearly 2 Minutes Lower Average Call Time
- 6.4% Increase in Customer Satisfaction
- 3% Saved on Annual Operating Budget
- 1.5 Fewer Call Holds Per Call
“We suspected—then proved to be true—that Calabrio’s combination of quality analytics and desktop analytics would give us the important contact center insights we needed.”
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 contact center analytics questions.
Contact center analytics refers to the total process of gathering, analyzing, and interpreting data from various interactions and operations within a contact center. This data can encompass a wide range of information, including call recordings, customer feedback surveys, agent performance metrics, and operational statistics. By examining these data points, contact center managers can gain valuable insights into customer behavior, agent performance, and overall operational efficiency.
“Contact center analytics” also typically refers to the contact center analytics software, such as Calabrio Interaction Analytics, that is purpose-built to facilitate the capture, analysis, and sharing of contact center and customer interaction data.
Contact center analytics involves a multi-faceted process that ultimately all begins with data collection. Information on the agent and customer experience is gathered from various channels, potentially including call recordings, chat transcripts, emails, social media interactions, screen capture, and customer surveys. All this raw data, which in effect comprises the voice of a business’s customer, is then processed and analyzed using specialized software, algorithms, artificial intelligence, and more.
Customer experience analytics tools can typically perform a variety of functions, such as transcribing calls, identifying keywords and phrases, analyzing customer sentiment, and tracking metrics and KPIs. With a solution like Calabrio Interaction Analytics, the results of this analysis are then presented in user-friendly dashboards, reports, and visualizations, allowing contact center managers and agents to easily interpret the data and make informed decisions. These insights can be used to identify areas for improvement, optimize processes, personalize customer experiences, and drive overall contact center performance.
Learn more in our definitive guide to customer interaction analytics.
Speech analytics is an aspect of contact center or customer experience analytics focused specifically on analyzing the content and context of spoken interactions between agents and customers. Speech analytics solutions leverage speech recognition and natural language processing technology to transcribe and interpret conversations, enabling contact centers to uncover valuable insights related to customer sentiment, agent effectiveness, and common call drivers.
Learn about how to use speech analytics in your contact center.
Voice-of-the-customer (VoC) data refers to any feedback or information provided directly by customers about their experiences with a company’s products, services, or customer support. This data can be collected through various channels, such as surveys, social media, online reviews, call recordings, and direct feedback from agents. VoC analytics can leverage this data to provide invaluable insights into customer satisfaction, pain points, and expectations.
Analytics data can be leveraged to drive significant improvements in contact center performance. By identifying trends and patterns, both positive and negative, within customer interactions, organizations can optimize agent training and engagement, streamline processes, personalize customer experiences, and proactively address issues before they escalate. Additionally, analytics data can inform resource allocation decisions, improve call routing strategies, and enhance workforce management practices, ultimately leading to a more efficient and effective contact center operation.
Calabrio Interaction Analytics software gives each member of your team access to powerful artificial intelligence and advanced machine learning capabilities, making it easier than ever to generate predictive insights and put them into action.
Plus, Interaction Analytics is at the core of Calabrio ONE, our comprehensive platform for contact center workforce optimization. With Interaction Analytics and Calabrio ONE, you can connect VoC data with customer data from across the business, deliver smarter quality management and performance coaching, and use intelligent workforce management solutions to perfectly match service levels with demand to ensure service quality while optimizing labor efficiency. With this complete, analytics-fueled solution, you can deliver magnetic customer experiences, exceptional employee experiences, and unrivaled contact center performance.
