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Sentiment Analysis Demo
See How Advanced Sentiment Works
Explore our sentiment analysis tools and see how easy Calabrio makes it to understand the emotions shaping your CX.
Demo Type
Feature
- Advanced Sentiment
- Auto QM
Contact Center Sentiment Analysis
Actionable Sentiment Insights from Every Interaction
Swap low-response surveys and random sampling for accurate, explainable, and actionable emotional intelligence across all your conversations.
GenAI analyzes full context to reveal the true emotions driving CX—and ties every score to specific words, patterns and behaviors.
Monitor changes in agent and customer sentiment to pinpoint decisive moments. Uncover key coaching opportunities to elevate performance.
Rapidly identify experience gaps with near real-time insight across 100% of interactions, instead of delayed or ignored post-call surveys.
The Advanced Sentiment model understands context, subtlety, sarcasm, and more to unlock reliable emotional intelligence at scale.
Sentiment Analysis for CX & Employee Engagement
Harness GenAI to Power More Human Interactions
With 61% of CX leaders saying customer interactions continue to grow more complex and emotionally charged, surface-level metrics and insights culled from just a fraction of interactions won’t cut it. To engage agents and deliver the experiences customers expect, today’s contact centers must understand the deeper feelings truly driving their sentiment and satisfaction scores.
Get down to the heart of the matter in every conversation with Calabrio’s sentiment analysis solution. Powered by GenAI and advanced natural language processing, Advanced Sentiment equips teams with the emotional intelligence they can act on—transforming sentiment into smarter strategies and deeper customer connections.
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
How Deeper Sentiment Insights Can Supercharge Contact Center Performance
For coaching to deliver transformative results, it must be based on specific, personalized, and evidence-based feedback. Yet contact center managers and analysts often have only incomplete or unreliable data at their disposal. They’re making key decisions impacting CX based on a few select calls, a handful of survey responses, or ambiguous metrics with unclear root causes.
Without the ability to pinpoint the exact moment a customer conversation turned, or to distinguish between effects of agent behavior and customer frustration, coaching loses much of its potential impact: it becomes generic, leaving agents without a clear path to improvement.
Empower More Confident Coaches and Engaged Agents
Access to deep sentiment insights—along with the unified view of performance delivered by the rest of the Calabrio ONE suite—changes all that. Coaches can stop guessing what’s driving negative customer experiences and start delivering targeted, meaningful feedback that resonates with agents, boosts morale, and directly impacts the quality of every future interaction.
With sentiment analysis and AI-powered performance solutions across the Calabrio ONE suite, contact centers unlock a richer view of the customer experience and build a proactive, data-driven culture.
Customer Stories
A Trusted Ally to Leading Brands That Empower Employees and Maximize Performance
Calabrio ONE is trusted by Fortune 500 brands and counted on by top technology partners. See how we’ve helped leaders in an array of industries get the very most out of their customer experience data.
To hit aggressive goals, Idaho Central needed a better way to make real-time quality and sentiment scores available to their teams. Calabrio delivered the right tools—as well as 19% growth in positive NPS, even as call volumes spiked unexpectedly.
Featured Resources
Customer Reviews
Leaders in Contact Center Workforce 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
