Product Overview of Calabrio Analytics
Calabrio Analytics is a comprehensive and innovative solution designed to enhance the management and analysis of customer interactions within contact centers. Here’s a detailed look at what the product does and its key features:
What Calabrio Analytics Does
Calabrio Analytics is part of the Calabrio ONE software suite, aimed at providing actionable insights from customer interactions. It combines speech and desktop analytics to offer a holistic view of all activities and conversations happening within the contact center. This integration enables businesses to identify trends, correct problems, and improve overall customer satisfaction and agent performance.
Key Features and Functionality
Combined Speech and Desktop Analytics
Calabrio Analytics combines speech analytics, which analyzes phone calls and other voice interactions, with desktop analytics, which monitors agent desktop activities. This combined approach provides 100% transparency into all customer interactions, allowing for a more accurate and comprehensive understanding of customer and agent behaviors.
AI-Powered Quality Management
Recent updates include AI-powered features such as Auto QM and Trending Topics. Auto QM automates the evaluation of 100% of customer interactions against key performance criteria, providing unbiased and actionable insights. Trending Topics uses AI to organize thousands of customer interactions into prioritized topics, enabling quick understanding of customer inquiries and trends.
Customizable Dashboards
The analytics are presented in widget-based dashboards built on a Web 2.0 framework, making them clear, flexible, and personalized to each user. These dashboards can be configured with various parameters such as individual phrases, phrase categories, desktop activity, agent performance, and different date ranges to show trends. Users can modify dashboard views in real-time to change the focus of the results.
Predictive Evaluations
Calabrio’s Predictive Evaluations use artificial intelligence and machine learning to generate quality scores for every customer interaction. This solution analyzes previously scored quality evaluations and speech analytics data to identify the characteristics that most impact quality scores. The model continually improves its accuracy over time.
Task Management
The Task Manager feature allows users to create and manage analytics tasks that can be ongoing or ad hoc. These tasks can analyze audio recordings, email text, desktop activities, and other event data, placing the processed data into a searchable database. The system includes features like automatic retries for failed tasks and configuration of applications and websites for desktop analysis.
Comprehensive Metrics and Analysis
Calabrio Analytics provides aggregated metrics and impact analysis, enabling users to monitor key performance indicators such as average call handle time and agent response time. The solution also supports predefined phrase categories and user-defined categories, facilitating a quick understanding of volumes and trends.
Benefits
- Enhanced Transparency: Provides 100% visibility into customer interactions.
- Actionable Insights: Pinpoints trends and problems, allowing for immediate action to improve customer satisfaction and agent performance.
- Efficiency: Automates manual review processes through AI-powered features like Auto QM.
- Customization: Offers flexible and personalized dashboards to meet various user needs.
- Continuous Improvement: Uses machine learning to continually enhance the accuracy of predictive evaluations.
Overall, Calabrio Analytics is a powerful tool that leverages advanced analytics, AI, and machine learning to transform how contact centers manage and analyze customer interactions, ultimately leading to improved customer experiences and operational efficiencies.