Calabrio is present in 2 markets with 6 products. Calabrio has 198 reviews with an overall average rating of 4.5.
Contact Center Workforce Engagement Management (Transitioning to Contact Center as a Service & Contact Center Workforce Management Solutions)
Workforce engagement management (WEM) software is a collection of technologies that help manage the customer service workforce to ensure a high level of operational performance while elevating employee well-being, discretionary effort and satisfaction. The core capabilities of WEM products include: • Evaluation and improvement • Time management • Metrics and recognition (that is, performance management) • Assistance and task management • Voice of the employee (VoE) feedback • Recruitment and onboarding
Calabrio has 5 products in Contact Center Workforce Engagement Management (Transitioning to Contact Center as a Service & Contact Center Workforce Management Solutions) market
- 3 more products
Speech Analytics Platforms (Transitioning to Conversation Analytics Platforms)
The market for SA platforms in customer service and support is an application that analyzes speech content in customer interactions in real time and postcontact. Vendors providing these services offer the following solutions: -Transcription and metadata for traits of the interaction, including sentiment analysis -Interface for designing workflows and visualizing data -Storage and flexible deployment options -Ability to customize speech models, encrypt and redact sensitive data, and integrate with the enterprise ecosystem. Informed application of SA technology capabilities will help customer service and support leaders monitor and evaluate customer interactions to improve customer and employee experience. SA platforms can either be stand-alone analytics platforms with integration capabilities or can be included natively as part of broader customer engagement suites.
Calabrio has 1 product in Speech Analytics Platforms (Transitioning to Conversation Analytics Platforms) market