Calabrio Enhances Analytics Platform with Sentiment Analysis

Calabrio, a provider of customer engagement and analytics software, introduced a new version of Calabrio ONE—an intelligent, fully integrated enterprise workforce optimization and engagement suite. 

The new capabilities in Calabrio ONE help customers accurately capture and interpret the voice of the customer. Featuring Sentiment Analysis and new workforce management functionality, Calabrio enables contact centers to more accurately identify trends and shifts in customer attitudes, and utilize the data to drive change within the business. 
Sentiment Analysis is a new solution in Calabrio Analytics. It delivers quick, accurate, and meaningful customer engagement metrics via a new dashboard and customizable reports. The technology automatically delivers a sentiment score for every voice-transcribed customer interaction, allowing contact center, marketing, and customer experience decision-makers to access reliable customer sentiment data that allows them to quickly uncover root causes of customer discontent and ultimately drive key business decisions.

In addition to the new Sentiment Analysis solution, new features include:

  • Adherence, agent activity, and forecasting metrics, offering contact center managers greater visibility into performance, and better insight for planning and staffing.
  • Added Japanese language support, giving customers more choices in how they can use the Calabrio ONE workforce optimization suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting.
  • An expanded integration with Amazon Connect that delivers a powerful combination of contact center flexibility and agent engagement, with key enhancements including real-time agent status and user synchronization.

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