Calabrio Quality Management (QM) for Twilio Flex

Gold

Calabrio Quality Management (QM) for Twilio Flex

Smarter quality management. Better customer experiences.

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.

About

Every interaction is an opportunity. Strengthen relationships, deepen loyalty and drive measurable impact across the business. Automate recording and reporting and streamline evaluations—so you can spend more time coaching and leading.

Together, Twilio Flex and Calabrio QM empower contact centers to evaluate and analyze every customer interaction. With a secure cloud-to-cloud integration you'll be able to review calls almost immediately after they end. Customize quality automation tools, such as rule-based contact selection, to apply specific business rules and flag interactions for evaluation.

For a full list of features visit calabrio.com/products/quality-management/

Evaluate Every Customer Interaction

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.

Drive Key Performance Metrics

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.

Engage and Motivate Employees

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

Gold

Calabrio offers an intelligent Workforce Optimization (WFO) suite for Twilio Flex that makes it easy to take control of your contact center data, drive innovation and harness the power of the authentic voice of your customers.

calabrio.com

Calabrio Analytics for Twilio Flex

Gold

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.

Calabrio Workforce Management (WFM) for Twilio Flex

Gold

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.

Calabrio Quality Management (QM) for Twilio Flex

About

Evaluate Every Customer Interaction

Drive Key Performance Metrics

Engage and Motivate Employees

Calabrio

More Solutions from Calabrio

Calabrio Analytics for Twilio Flex

Calabrio Workforce Management (WFM) for Twilio Flex