FAQs

The service is priced per number per month with volume discounts. A one-off onboarding fee covers setup, permissions and training.

No. NetX Network Announcements requires no changes to local hardware, software or telephony configurations. It operates entirely at the network level.

Contact centre quality management software is used to record, evaluate and analyse customer interactions to improve agent performance, customer experience and compliance. It provides structured insight into how interactions are handled across voice and digital channels.  

Calabrio Quality Management is a cloud-based quality management solution that captures interactions, applies automated and manual evaluations, and uses analytics to improve performance, coaching and compliance across contact centres.

Calabrio QM helps organisations identify performance gaps, reduce compliance risk and improve customer experience. It replaces subjective reviews with consistent, data-driven quality insight.

Yes. Calabrio QM records voice and digital interactions, providing a complete view of customer conversations across channels for evaluation and analysis.

Yes. AI is used for predictive quality scoring and analytics to highlight interactions most likely to require review. This helps quality teams focus effort where it delivers the most value.

Predictive quality scoring uses AI to identify interactions that are most likely to score poorly or need coaching. This reduces the need to manually review large volumes of interactions.

Calabrio QM links evaluations directly to coaching workflows. Managers can deliver targeted feedback using real interaction evidence, helping agents improve faster and more consistently.

Yes. Calabrio QM supports compliance monitoring, audit trails and evidence-based evaluations, making it suitable for industries such as financial services, healthcare and the public sector.