Integrated suite for insurance customer service operations including call recording, quality management, workforce management, and analytics. Offers automated evaluation workflows, agent performance scorecards, coaching tools, and compliance monitoring. Helps insurers improve first contact resolution and customer satisfaction.
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
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Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
Calabrio ONE automatically records all inbound and outbound calls as standard for compliance and quality purposes. | |
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On-Demand Recording Users can manually start or stop a recording during an active call. |
Calabrio ONE supports manual, on-demand recording as documented in the product guides. | |
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Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
Screen recording is a standard part of Calabrio's call recording functionality for agent desktop monitoring and analysis. | |
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Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
Marketing materials specify omnichannel call, chat, and video recording for insurance contact centers. | |
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Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
Documentation confirms both stereo and mono recording format support. | |
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Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
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Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Calabrio ONE includes advanced search based on metadata, agent, date, and keywords as per product descriptions. | |
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Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Call tagging and annotation is offered in call review and coaching workflows. | |
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Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selective recording rules configurable per account and queue are documented in admin guides. | |
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Live Monitoring Supervisors can listen to ongoing calls in real time. |
Live call monitoring for supervisors is a standard feature, as outlined in product overviews. | |
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Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Recordings can be downloaded for authorized users as described in support articles. | |
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High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
HD audio codecs and clarity highlighted in Calabrio technical datasheets. | |
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Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Recording encryption at rest and in transit is detailed in security and compliance statements. | |
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Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Calabrio integrates directly with leading PBX, VoIP, and cloud-based telephony systems. |
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Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Agent performance scorecards are part of the quality management tools, per website and brochures. | |
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Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
Calabrio ONE uses AI to automate quality analysis, sentiment and compliance scoring as per product sheet. | |
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Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
Calibration tools are mentioned for consistency in supervisor evaluations. | |
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Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
The suite offers immediate feedback mechanisms for agents post-review. | |
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Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
Dispute and appeal management for agent evaluations included in quality workflows. | |
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Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
Dashboards for visualizing quality trends and improvement are shown in product demos. | |
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Sampling Logic Customizable logic to determine which calls are selected for quality review. |
Sampling logic to select calls for review is configurable. | |
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Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
Workflow management for evaluations and approvals is outlined in quality management materials. | |
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Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
Agents can self-assess calls as part of Calabrio's engagement tools. | |
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Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
No information available | |
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Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
Integration with eLearning/LMS is mentioned for insurance customer service upskilling. | |
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Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
Feedback and coaching tools enable supervisors to assign and track coaching sessions. | |
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Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
Trend analysis tools highlight improvements or declines in agent performance metrics. | |
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Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
Multi-language evaluation and support is listed for global teams. | |
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Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
Benchmarking against internal and industry standards is referenced in product literature. |
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GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
GDPR compliance is important for insurance sector and Calabrio lists GDPR support. | |
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PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
PCI DSS compliance support documented for secure payment data handling. | |
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HIPAA Compliance Enables secure management of health information in line with US regulations. |
HIPAA compliance indicated for healthcare and insurance client use cases. | |
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Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Data masking/redaction options available for privacy. | |
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Audit Log Detailed log and history of access or changes to recorded data. |
Audit logs supported for all data access and changes. | |
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Consent Management Captures and manages explicit customer consent for recording. |
Consent management & capturing explicit recording consent covered in compliance documentation. | |
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Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Policy-based recording retention is detailed as a compliance feature. | |
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Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold to prevent deletion under litigation is supported. | |
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User Access Controls Role-based permissions for system and recording access. |
Role-based and user access control is detailed in product materials. | |
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Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
Recording redaction tools available—manually and via automation. | |
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Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
Encryption at rest and in transit is a standard compliance feature. | |
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Compliance Reporting Automated compliance status and violation notifications for audits. |
Automated compliance reporting features available. | |
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Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Secure, compliant deletion on retention expiry is documented. |
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CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
CRM integrations (Salesforce, MS Dynamics, and others) are advertised. | |
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Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
Integration available with workforce management and scheduling tools (native WFM included). | |
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API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
API documentation available for integrations (including data and analytics extraction). | |
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Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
Report/BI tool integrations described for exporting analytics. | |
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Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Single sign-on with corporate credentials (SSO) is supported. | |
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Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Direct integrations listed for leading telephony/contact center systems (Genesys, Avaya, Cisco, Five9, etc). | |
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Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Calabrio ONE is compatible with AWS, Azure, and Google Cloud as deployment options. | |
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Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Email/chat recording and analytics included for omnichannel monitoring. | |
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Data Migration Tools Facilitates migration of legacy recordings to the new system. |
Data migration tools described for legacy recording import. |
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Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
Standard reporting suite with KPIs and metrics per product website. | |
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Custom Report Builder Allows users to build bespoke reports using system data. |
Custom report builder/tools available for deep analytics. | |
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Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time analytics dashboards are part of the system’s core feature set. | |
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Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics (for emotion, keywords, sentiment) is a key product differentiator. | |
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Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Calabrio provides text (email/chat) analytics tools. | |
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Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Graphical trend visualization is part of dashboarding and BI. | |
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Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Multiple export options (CSV/XLS/PDF) listed in documentation. | |
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Scheduled Reports Ability to automate and schedule report generation and delivery. |
Reports can be scheduled for automation and delivery according to product help articles. | |
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Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
Customizable KPI tracking and visualization available via dashboard. | |
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Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
Product includes alert and notification systems for compliance and performance. |
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Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access is standard for user management. | |
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Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
Multi-tenancy support is referenced as an enterprise feature. | |
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Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
Accessibility compliance with WCAG/ADA is referenced for regulated industries. | |
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Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Self-service user portal for settings/search/download is included. | |
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Audit Trails Tracks user access and actions throughout the application. |
Audit trail for user access/activity is described in documentation. | |
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Multi-Language UI Interface is available in multiple languages for global teams. |
Multi-language UI is supported for global insurance clients. | |
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Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Mobile access and web app for on-the-go supervision is available. | |
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User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
User provisioning with LDAP/AD directory integrations is supported. |
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Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
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Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
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Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
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High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
High availability and redundancy are provided for enterprise clients. | |
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Load Balancing Support Balances workload across system resources for peak traffic. |
Load balancing is referenced for cloud and hybrid deployments. | |
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Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Elastic scaling in the cloud is cited as a hosting benefit. | |
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Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
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Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
Automated trigger-based training assignments after reviews are part of the suite. | |
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Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
Supervisors can schedule and track coaching sessions natively in the system. | |
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Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
Bookmarks/excerpts of calls for training are supported. | |
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Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
Integrated knowledge repository for learning is documented. | |
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Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
Performance goal and progress tracking is available. | |
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Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
Peer comparison dashboards for agents are part of analytics features. | |
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Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
Feedback and coaching loop tracking is outlined in product documentation. |
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On-Premise Deployment Available as locally installed software within the corporate network. |
On-premise deployment is possible as a deployment option. | |
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Public Cloud Hosting Offered as a managed service in public cloud environments. |
Public cloud deployment is an option (AWS/Azure). | |
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Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Private cloud and isolated deployments are mentioned. | |
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Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Hybrid on-premise/cloud deployments are supported. | |
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Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery and backup/failover features described for enterprise/regulated clients. | |
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Regional Data Residency Ability to specify the geographic location of recorded data. |
Regional data residency is supported for clients needing geo-specific data storage. | |
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Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
Multi-region redundancy is supported in cloud configurations. |
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Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern, intuitive, web-based UI advertised as a key usability feature. | |
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Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Dashboards and widgets customizable by users and managers. | |
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Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
Guided workflows for reviews/assessments are part of the platform. | |
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Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
Bulk actions and batch processing described for admin/reviewer efficiency. | |
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Contextual Help & Tooltips Inline help resources directly available during navigation. |
Tooltips and contextual help available throughout the app. | |
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Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
Different UI modes for agents, supervisors, and admins to simplify user experience. | |
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Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
Instant/global search bar is a standard UI element. |
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24x7 Support Availability Customer support accessible around the clock. |
24x7 customer support is promoted as part of Calabrio service. | |
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Dedicated Account Manager Single point of contact for all account-related needs. |
Dedicated account managers assigned for enterprise customers. | |
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Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
Vendor offers training programs and onboarding as part of roll-out. | |
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User Community & Knowledge Forums Access to peer community and collective learning resources. |
User community and knowledge base/forums available online. | |
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Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
Documented SLAs for uptime, response, and support listed. | |
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Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Calabrio continually updates their SaaS offering with new features, as referenced in release notes and customer forums. | |
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Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
Professional services are available for integration and best practices consulting. |
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