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Calabrio Quality Management (QM)

Application

Developed by Calabrio

Updated 01/21/2022

Version 1.0

Drive continual improvement in your customer experience.

Customer experience leaders know there’s no such thing as “good enough.” Calabrio Quality Management and Talkdesk give you the smart tools to quickly and continually uncover what you can improve — and effectively drive and measure that improvement. Automate evaluations to examine every single interaction across all channels—and free managers to focus on targeted coaching and training. Give agents the immediate feedback they crave—and inspire healthy competition. Let the voice of the customer move your contact center forward—and make the most of every customer interaction.

Key features

Automatically Evaluate Every Interaction – No Matter the Channel

With Calabrio Quality Management and Talkdesk, deliver omni-channel experiences customers demand. Ensure consistent, outstanding quality — every time.

Increase Adherence and Ensure Compliance

Monitor interactions for adherence and compliance with PCI, HIPAA and other regulatory requirements. Leverage pause and resume, and advanced data security to keep protected information secure.

Unified Evaluation and Playback

Audio and screen recordings are combined with evaluation forms in one unified window.

Customizable Reports and Dashboards

Target specific contact center issues. Create non-siloed, holistic reporting that aligns with unique business goals. Contact Center Managers, Team Leads, Evaluators, Analysts, even Agents have access to customizable dashboards and reports to keep a watch on the metrics that matter most to them.

Additional information

Industry

healthcare, Financial Services & Insurance, Travel & Hospitality, Retail & Consumer Goods, Healthcare & Life Services, Public Sector, Telecom, E-Commerce, Retail & Consumer Goods

Customer Segments

Commercial, Enterprise, Strategic

Plans & Pricing

Call Recording, Evaluations & Screen Recording

Key features
Customizable Reports and Dashboards
Target specific contact center issues. Create non-siloed, holistic reporting that aligns with unique business goals. Contact Center Managers, Team Leads, Evaluators, Analysts, even Agents have access to customizable dashboards and reports to keep a watch on the metrics that matter most to them.

Unified Evaluation and Playback
Audio and screen recordings are combined with evaluation forms in one unified window.

Increase Adherence and Ensure Compliance
Monitor interactions for adherence and compliance with PCI, HIPAA and other regulatory requirements. Leverage pause and resume, and advanced data security to keep protected information secure.

Automatically Evaluate Every Interaction – No Matter the Channel
With Calabrio Quality Management and Talkdesk, deliver omni-channel experiences customers demand. Ensure consistent, outstanding quality — every time.