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Calabrio Quality Management: Use-Cases, Insights and Reviews | 2025 Cuspera

Name: Calabrio Quality Management
Brand: Calabrio Quality Management
Rating: 4.0 (160 reviews)

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Contact Center Quality Management | Calabrio Quality Management

App Partner

Calabrio Quality Management Overview

Calabrio Quality Management captures and evaluates customer interactions to ensure compliance and improve quality, driving better customer experiences and efficiency. Key features include comprehensive call recording, live monitoring, and streamlined, customizable evaluations with timely feedback.

Use Cases

Customers recommend Engagement Management, Tracking & Monitoring Communications, Call Recording, as the business use cases that they have been most satisfied with while using Calabrio Quality Management.

Other use cases:

Coaching
Competitive Intelligence
Customer Feedback Management
Lead Management
Lead Analytics
Contact List Management
Lead Engagement

See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Scale Best Practices are the most popular business priorities that customers and associates have achieved using Calabrio Quality Management.

Other priorities:

Improve Efficiency

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Calabrio Quality Management Use-Cases and Business Priorities: Customer Satisfaction Data

Calabrio Quality Management works with different mediums / channels such as Phone Calls. and Website.

Calabrio Quality Management's features include Recording, Live Monitoring, and Dashboard. and Calabrio Quality Management support capabilities include 24/7 Support, AI Powered, Email Support, etc. also Calabrio Quality Management analytics capabilities include Custom Reports, and Analytics.

Reviews

"Don’t let fear of the unknown drive biz decisions. Real insights come from analytics, not gut instincts" - J Ryan Bradley

Calabrio Quality Management, Acuity Scheduling, Userlane, Unless, Revenue.io, etc., all belong to a category of solutions that help Customer Journey and Experience. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Calabrio Quality Management

Top Industries

Insurance
Hospital & Health Care
Education

Popular in

Calabrio Quality Management is popular in Insurance, Hospital & Health Care, and Education and is widely used by

Comprehensive Insights on Calabrio Quality Management Use Cases

Why is Calabrio Quality Management the best choice for Engagement Management?

What Are the key features of Calabrio Quality Management for Tracking & Monitoring Communications?

How can Calabrio Quality Management enhance your Coaching process?

10+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Calabrio Quality Management solved their Customer Journey and Experience needs. Cuspera uses 160 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Journey and Experience needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
J Ryan Bradley Business Director Major U.S. Insurer	Don’t let fear of the unknown drive biz decisions. Real insights come from analytics, not gut instincts Testimonial By J Ryan Bradley
Daniel Acosta Call Center Applications Analyst Houston Methodist Hospital	To get the best from your employees, think about the culture that supports them. Testimonial By Daniel Acosta
Beth Bax Assistant Director, QA Grand Canyon University	Calabrio is designed for people who need to quickly find specific data to get the job done. Testimonial By Beth Bax

CUSTOMERS	TESTIMONIALS
J Ryan Bradley Business Director Major U.S. Insurer	Don’t let fear of the unknown drive biz decisions. Real insights come from analytics, not gut instincts Testimonial By J Ryan Bradley
Daniel Acosta Call Center Applications Analyst Houston Methodist Hospital	To get the best from your employees, think about the culture that supports them. Testimonial By Daniel Acosta
Beth Bax Assistant Director, QA Grand Canyon University	Calabrio is designed for people who need to quickly find specific data to get the job done. Testimonial By Beth Bax

Case Studies

Human Resources

CASE STUDY Paychex

Calabrio ONE helped Paychex unify its contact center workforce management. Paychex replaced three siloed systems with one platform. This improved agent scheduling and forecasting. Paychex saw $500,00...0 in annual productivity savings. Agent adherence grew by 20%. Intraday optimization increased by 45%. Forecasts matched within 5% of actuals in the first 10 weeks.

Internet

CASE STUDY Wix

Calabrio ONE helped Wix cut time spent on agent scheduling by 40%. Wix's Customer Care Team supports 282 million users worldwide, but manual scheduling was slow and error-prone. Analysts took up to f...our days to create schedules using spreadsheets. Calabrio automated the process, reducing errors and making it easier to adjust shifts. This improved adherence and reduced shrinkage across shifts.

Telecommunications

CASE STUDY Telia Company AB

Calabrio ONE helped Telia Company AB improve workforce management for its contact center and retail staff. Telia used automated scheduling to optimize agent shifts and boost agent happiness. The solu...tion led to a 14% decrease in store wait times. Telia now delivers better customer experiences across phone, digital, and retail channels. The platform supports 4,000 agents handling nine million queries each year.

Internet

CASE STUDY Shopify

Calabrio WFM helped Shopify manage a global, remote support team. Shopify struggled with manual scheduling and vacation requests using spreadsheets. The process took over 40 hours per week for vacati...on requests alone. Calabrio WFM automated scheduling and vacation processing. Shopify saved 40+ hours per week on vacation requests and several hours per week managing schedules. The team gained more flexible and varied scheduling options for agents.

Retail

CASE STUDY OTTO

Calabrio WFM helped OTTO improve workforce management for 1,600 agents. OTTO moved from manual scheduling to automated, mobile-accessible schedules. Managers now create forecasts and schedules faster.... Agents can view and trade shifts on their phones. Holiday and vacation planning is now fair and quick. This led to better agent engagement and higher productivity.

Telecommunications

CASE STUDY Zen Internet

Calabrio WFM helped Zen Internet improve contact center efficiency. Managers replaced manual Excel planning with automated forecasting and scheduling. The new system made it easy for agents to check ...shifts, request changes, and get instant leave responses. Managers can now run quick forecasts and create schedules years in advance. The solution increased operational efficiency, saved time, improved visibility, and boosted employee engagement.

Calabrio Quality Management

Peers used Calabrio Quality Management for engagement management and tracking & monitoring communications

Calabrio Quality Management Competitors

More Calabrio Quality Management Alternatives...

Calabrio Quality Management Features

Low
Medium
High

FEATURE	RATINGS AND REVIEWS
Custom Reports	4.42/5 ★ Read Reviews (24)
Analytics	4.24/5 ★ Read Reviews (13)

CAPABILITIES	RATINGS AND REVIEWS
Custom Reports	4.42/5 ★ Read Reviews (24)
Analytics	4.24/5 ★ Read Reviews (13)

Software Failure Risk Guidance

for Calabrio Quality Management

Top Failure Risks for Calabrio Quality Management

Calabrio, Inc News

Awards 06/11/2025

Calabrio Highly Commended at The CX Awards 2025 - contact-centres.com

Calabrio was highly commended at the 2025 CX Awards for its Workforce Engagement Management Platform. This recognition highlights Calabrio's innovative solutions, including AI-driven features like Auto-QM and Trending Topics, which enhance contact center efficiency. The platform's success is demonstrated through its impact on clients like Mersey Care NHS Foundation Trust and Delta Airlines, improving call handling and agent scheduling.

Executive 29/04/2025

Calabrio Names Frank Ciccone CRO as the Company Accelerates Growth and Customer Experience Innovations

Calabrio has appointed Frank Ciccone as Chief Revenue Officer (CRO) to drive growth and enhance customer experience innovation. This executive move supports Calabrios focus on expanding its workforce engagement management software solutions and strengthening its market position.

Product 23/04/2025

Calabrio Unveiling Record Number of AI - driven Features to Accelerate Contact Center Efficiency and Customer Service Satisfaction

Calabrio has introduced a record number of AI-driven features aimed at boosting contact center efficiency and enhancing customer service satisfaction, reinforcing its focus on advanced automation and analytics for customer experience management.

Product 22/04/2025

Calabrio Unveiling Record Number of AI-driven Features to Accelerate Contact Center Efficiency and Customer Service Satisfaction

Calabrio has launched a record number of AI-driven features for its contact center platform. These enhancements aim to boost operational efficiency and improve customer service satisfaction for businesses using Calabrios workforce engagement solutions.

Calabrio, Inc Profile

Company Name

Calabrio, Inc

Company Website

https://www.calabrio.com/

HQ Location

400 N 1st Ave N, Suite 300, Minneapolis, MN 55401, US

Employees

51-100

Social

Financials

M&A