Calabrio Quality Management for Twilio Flex allows you to monitor and evaluate agent interactions in your contact center. Ensure exceptional customer experiences and compliance while motivating and inspiring agents.
Calls, emails, chats, social media—capture and evaluate every interaction for customer service quality. Meet policies and comply with regulations for data encryption and secure storage. Leverage manual and automated pause and resume functionality.
First contact resolution. Script and compliance adherence. Leverage a pre-built evaluation form library to hit the ground running—or design your own to fit your unique business needs. Live monitor calls and see agent screen activity in real time.
Evaluate calls, measure performance and give agents the immediate feedback they crave. Allow agents to share their best practices with the click of a button. Leverage built-in gamification tools. Create benchmarks, set goals and display peer leaderboards.
Calabrio Analytics for Twilio Flex is easy to use and leverages best-in-class phonetics and speech-to-text transcription to translate every customer interaction into meaningful insight. Desktop analytics gives supervisors visibility to agent screens.
Take a modern approach to workforce management. Hone forecasting, streamline scheduling and administration and free managers to focus on adding value. Engage employees with Dynamic Scheduling, real-time adherence feedback and gamification tools.