FAQs

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.

Yes. Agents have access to dashboards showing evaluations, feedback and performance trends. This increases transparency, engagement and accountability.

Yes. The cloud-based platform supports on-site, remote and hybrid teams, providing consistent quality oversight regardless of location. 

Calabrio QM supports voice and digital channels, including calls, chat and messaging, enabling a consistent quality approach across all customer touchpoints. 

By analysing interaction behaviour, sentiment and trends, Calabrio QM helps organisations identify what drives good and poor experiences. This insight supports continuous improvement at scale.

Yes. Calabrio QM integrates with leading CCaaS platforms, ensuring quality data aligns with live contact centre operations.