Calabrio Unveils New AI-Powered Quality Management Features – Trending Topics and Auto QM – to Elevate Agent and Customer Experiences

Contact centers can now leverage AI to automate the evaluation of every customer interaction and quickly identify the most common reasons for customer inquiries.

Calabrio, the workforce performance company, announced today two artificial intelligence (AI) offerings for general availability: Auto QM and Trending Topics. These AI-powered quality management solutions are designed to eliminate time-intensive manual review processes and revolutionize how contact centers manage, monitor and assess agent interactions to provide better customer service outcomes.

Part of Calabrio’s broader Interaction Analytics suite, the two new features are another leap forward in Calabrio’s application of powerful AI to improve contact center management and transform analysis of customer conversations.

The Auto QM feature automates the evaluation of 100% of customer interactions, across a consistent range of key performance criteria. With AI driving assessments, businesses gain unbiased, comprehensive and actionable insights and can pinpoint opportunities to improve both customer experience and agent development.

The Trending Topics tool leverages AI to automatically assess thousands of customer interactions and organize them into a manageable list of around 100 prioritized topics. The tool provides organizations with instant insights into the most common reasons for customer inquiries and simplifies root cause analysis, accelerating issue resolution and impact.

“Since 2016, Calabrio has been innovating and automating quality management with AI, consistently focusing on making agents’ jobs easier—and customer experiences better and more personalized. These new generative AI solutions help contact centers more easily understand interactions and improve agent experiences. We know this has a positive impact on the customer experience,” said Dave Rhodes, Chief Executive Officer at Calabrio.

Key Features and Availability

Today’s contact centers need automation-driven solutions that help them not only meet rising customer expectations but make the most of their growing stores of complex interaction data. Calabrio developed its new AI quality management tools as part of its commitment to helping customers achieve these goals while enhancing agent and customer experiences. Key product features include:

Auto QM:

• Comprehensive AI-Driven Evaluations: Automatically evaluate all conversations, focusing on predefined criteria such as empathy, professional language, conversation flow management, and the hold/transfer process.
• Detailed Performance Insights: View scores by agent group or team, with drill-down capabilities to pinpoint coaching needs.
• Enhanced Score Visibility: Access overall performance metrics via a new dashboard and individual contact details through the media player for comprehensive and transparent feedback.

Trending Topics:

• AI-Generated Topics: A consolidated view displays AI-generated topics and metrics, helping users quickly understand customer inquiries.
• Impact Analysis: Compare behaviors over different periods to quickly evaluate the success of interventions like performance coaching.
• Aggregated Metrics: Provides a comprehensive view that allows for swift trend analysis across all topics. This feature enables users to easily monitor key performance indicators, such as average call handle time and agent response time, for entire agent teams or custom time periods.
• Predefined Phrase Categories: Provides a consolidated perspective to enable quick understanding of volumes and trends and supports user-defined phrase categories. Since its acquisition of AI chatbot startup Wysdom, Calabrio has been helping contact centers improve performance for both humans and bots. The company continues to incorporate AI and automation in its product suite, rolling out several AI-powered solutions since the acquisition, including Interaction Summary, Bot Analytics and Insights.

Calabrio’s Auto QM and Trending Topics solutions are now both generally available. For more information, click here.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.

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