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
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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

Calabrio Quality Management Customer wins, Customer success stories, Case studies

What benefits does Calabrio Quality Management offer for Engagement Management?

Why is Calabrio Quality Management the best choice for Tracking & Monitoring Communications?

How does Calabrio Quality Management address your Coaching Challenges?

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.

CUSTOMERS TESTIMONIALS
Calabrio Quality Management testimonial

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
Calabrio Quality Management testimonial

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
Calabrio Quality Management testimonial

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
Calabrio Quality Management testimonial

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
Calabrio Quality Management testimonial

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
Calabrio Quality Management testimonial

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

Leading activewear retailer - Retail - Very Large

Calabrio ONE helped a leading global activewear retailer save over $20 million by improving operational efficiency. The company saw a 250% increase in customer satisfaction and a 225% boost in contac...t center automation. Calabrio ONE enabled better workforce management and digital transformation. The retailer strengthened internal relationships and aligned teams for growth. These changes supported international expansion and a premium customer experience.

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Fexco - Outsourced Contact Centres

Calabrio WFM helped Fexco improve its outsourced contact centre services. Fexco faced challenges with manual forecasting and scheduling, lacking insights and visibility into past data. Calabrio WFM a...utomated forecasting and scheduling, giving leaders better control and flexibility. The solution enabled more accurate staffing plans, improved intraday planning, and empowered agents with mobile access. Fexco saw higher productivity, greater forecasting accuracy, and more employee engagement.

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Nationwide - Banking

Calabrio WFM helped Nationwide upgrade its workforce management. Nationwide needed a flexible tool to handle complex scheduling and integrate with Amazon Connect and QStory. Calabrio WFM was chosen a...fter a detailed review. The solution was implemented remotely during the COVID-19 pandemic. Staff onboarding used recorded content for easy learning. Calabrio WFM improved scheduling, resource planning, and workforce engagement for Nationwide.

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Mersey Care NHS Foundation Trust - Hospital & Health Care

Calabrio ONE helped Mersey Care NHS Foundation Trust improve its mental health crisis services. The Trust needed a 24/7 urgent mental health helpline to meet rising demand and strict response times. ...Calabrio's platform enabled better data insights and multi-channel support. The solution identified that 21% of contacts were clinical and 15.3% were repeat callers. It also reduced time spent on after-call notes and reporting.

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Assurity - Insurance

Calabrio ONE helped Assurity move its contact center to the cloud. Assurity needed a better way to schedule agents after growing its team four times in size. The company replaced manual Excel schedul...ing with Calabrio ONE’s workforce optimization platform. In just two months, the post-issue team saw a 19% increase in answer rate and a 41-second drop in wait time. Fraud investigations became faster and customer service improved.

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Twilio - Information Technology And Services

Calabrio ONE helped Twilio achieve a 546% ROI after switching to the platform. Twilio Flex and Calabrio ONE work together to give full flexibility and deep customer experience analytics. The solution... lets Twilio use customer interaction data to make better business decisions. Managers can engage employees and improve customer service with workforce optimization tools. The platform supports personalized customer interactions and strong brand protection.

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Calabrio Quality Management

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

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

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for Calabrio Quality Management

Top Failure Risks for Calabrio Quality Management

Calabrio, Inc News

Product

Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance Across the Human and AI Agents, No Matter How the Stack Changes - iTWire

Calabrio has launched Omni Agent Intelligence, a new feature within Calabrio ONE, designed to unify quality and performance metrics across human and AI agents. This vendor-agnostic intelligence layer provides a single view of agent performance, supporting various platforms like CCaaS, CRM, and ITSM. It aims to improve customer experience by integrating AI and human agent data, enabling better decision-making and operational efficiency.

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Product

Calabrio unveils unified view for human & AI agents - IT Brief Australia

Calabrio has introduced Omni Agent Intelligence, a new platform that provides contact centers with a unified view of performance for both human and AI agents. This cross-platform solution aims to enhance operational efficiency and agent performance by integrating data from various sources.

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Product

Calabrio offers Omni Agent Intelligence to centralize quality and performance across human and AI agents - KMWorld

Calabrio has launched Omni Agent Intelligence, a solution designed to unify quality and performance management for both human and AI agents. This offering aims to enhance operational efficiency by providing centralized insights and analytics to optimize customer interactions.

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Awards

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.

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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

Facebook Linkedin Twitter

Financials

M&A