Calabrio Launches New AI-Powered QM Tools

Calabrio has launched two new AI-powered quality management tools, Auto QM and Trending Topics, aimed at improving efficiency and insights in contact centres.

Auto QM automates the evaluation of all customer interactions against specific performance criteria, allowing companies to access unbiased, in-depth assessments that highlight opportunities for customer experience and agent improvement.

Trending Topics uses AI to analyse thousands of customer interactions, presenting prioritized, actionable insights on top customer inquiries and underlying causes.

Together, these tools provide a comprehensive view of agent performance, customer needs, and operational trends, helping contact centres improve responsiveness and resource allocation.

These features are part of Calabrio’s Interaction Analytics suite, which also includes tools for performance trend analysis and customized insights.

Dave Rhodes, Chief Executive Officer at Calabrio, said, “These new generative AI solutions help contact centres more easily understand interactions and improve agent experiences. We know this has a positive impact on the customer experience.”

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Reviewed by: Megan Jones