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Calabrio Conversation Intelligence
Unlock the Power of AI-driven Conversation Intelligence Software
Turn every customer conversation, including voice, chat, and digital interactions, into actionable intelligence with omnichannel analytics to improve performance, ensure compliance, and deliver better customer experiences.
AI Business Outcomes with Conversation Intelligence
25% increase in first contact resolution
A mobile phone retailer surfaced performance gaps with Conversation Intelligence, improving agent performance by 35% and driving higher NPS scores.
$200K saved in labor costs
A global BPO moved from scoring 3% of interactions to 100% with Conversation Intelligence, cutting labor costs while increasing CSAT by 5%.
What Is Calabrio Conversation Intelligence?
With AI at the core and automation where you need it most, Calabrio Conversation Intelligence captures and analyzes every customer interaction, including voice calls, digital chats, emails, and bot conversations across your entire hybrid workforce of human and AI agents. Unlike call intelligence solutions, it gives organizations complete visibility into what’s happening between human agents, AI agents, and customers.
Advanced AI models then analyze this interaction data using topic detection, sentiment analysis, intent classification, and compliance adherence scoring. These models identify emerging themes, flag at-risk conversations, surface human and AI agent behavior patterns, and measure the emotional trajectory of each customer journey – without requiring analysts to listen to every call or read every chat transcript.
The result is structured output delivered through coaching alerts, post-interaction dashboards, trending topic reports, automated quality scores, and AI-generated interaction summaries. Supervisors, QA teams, and business leaders each receive a view tailored to their role, enabling them to take immediate action and improve CX.
How Calabrio Conversation Intelligence works
Step 1: Captures Every Interaction Across Channels
Records and transcribes 100% of customer conversations across voice and digital channels for both human and AI agents in a unified interaction data layer.
Step 2: Analyzes, Scores, and Surfaces Insights
Automatically scores sentiment, evaluates 100% of interactions, and flags compliance risks — then delivers these insights through live monitoring dashboards, AI-generated interaction summaries, and automated quality scores.
Step 3: Teams Can Act to Improve Performance and CX
Supervisors can use insights to prioritize coaching. QA teams can focus reviews where they matter most. Leadership can track trending customer issues before they become systemic problems.
Key Calabrio Conversation Intelligence capabilities
Configurable Auto QM
Make every single interaction count by automatically evaluating up to 100% of them. Auto QM eliminates evaluator bias and delivers consistent quality assessments across every agent and queue.
Use a pre-built library of expert-tested evaluation questions or configure your own to match your standards, brand policies, and compliance requirements. AI-generated interaction summaries surface what matters most instantly, so supervisors spend time coaching, not listening.
AI-powered Trending Topics
Know exactly why customers contact you before it becomes an issue. The Conversation Intelligence solution automatically detects emerging topics every hour, organizing tens of thousands of conversations into a manageable list of around 100 topics so your team has a current, accurate picture of your customers’ biggest concerns.
For each topic, you can see call volume trends, average handle time, and how agents are responding, so you understand not just what customers are calling about, but whether your team is handling it consistently.
- Drill into grouped transcripts with speaker IDs to investigate root causes fast.
- Compare periods to measure campaign impact.
- Identify agent-level improvement opportunities tied directly to specific topic categories.
Omni Agent Intelligence
Customers expect consistent service regardless of whether they’re talking to a human or a bot. Omni Agent Intelligence unifies human and AI agent data into a single, real-time view, eliminating the silos that come with managing them separately.
- Unify agent performance into one real-time view with dynamic filtering and instant KPI updates.
- Compare agent performance side by side with standardized scoring across the metrics that matter most.
- Connect agent actions directly to ROI, CSAT, and cost savings, without having to switch between tools or compiling separate reports.
- Scale performance visibility seamlessly as automation grows, keeping insights sharp across every evolution of your contact center.
Business Signals
Turn every customer conversation into actionable intelligence with our intelligent labeling solution. By unifying manual and AI-powered tags in a centralized, intuitive interface, Business Signals enable teams to detect compliance risks, churn signals, and customer trends — without manual sampling or review.
- Phase Manager: lets teams build and manage custom keyword categories tailored to QA, compliance, or marketing goals with AI suggestions to expand your lists faster.
- AI Tags: uses GenAI to go beyond keywords, surfacing speaker-level insights, emerging trends, and patterns across all your conversations.
Sentiment Analysis
Go beyond keyword spotting with GenAI-powered sentiment analysis that identifies why customers feel the way they do. It can separate customer frustration from agent tone, mapping emotional shifts across the full arc of each call, and linking sentiment changes to exact audio moments, so you can see precisely where a conversation turned.
Replace low-response post-call surveys with a continuous emotional map of every interaction, covering up to 100% of calls. Rather than a single sentiment score per call, you get a granular view of how feeling evolved moment to moment — surfacing the exact points that made or broke the experience. Filter and search by sentiment to prioritize QA reviews and coaching where they’ll have the greatest impact.
AI-generated Interaction Summary
After-call work is one of the biggest drains on agent capacity. Reduce it and unlock key conversation insights effortlessly by accurate, concise ai-generated summaries of every interaction.
Capture key themes, outcomes, and follow-up actions without agents spending time writing notes and push those summaries directly into your CRM or other systems of record, so the insight lives where your teams already work. This allows:
- Supervisors to get instant context for coaching conversations.
- QA teams to triage reviews in seconds rather than re-listening to full recordings.
Surface recurring customer needs, pain points, and emerging quality issues before they become visible across all channels.
Custom Analytics Dashboards
Transform your contact center’s wealth of information into clear, actionable, and personalized visual dashboards. Empower every member of your team, including QA team, supervisors, and leadership to make smarter, data-driven decisions with dashboards tailored to their specific needs and goals.
Let every role build the visual, real-time view that matches their goals, including engagement, retention, upsell opportunities, quality trends, or operational efficiency. Pick from ready-to-use templates or build your own from scratch with an intuitive drag-and-drop interface – no coding required. Share dashboards across teams to build a data-driven culture and align decisions to the same source of truth.
Real-time Desktop Analytics
Gain a deeper understanding of agent productivity by revealing agent best practices, common issues, tech gaps, and bottlenecks.
With real-time desktop analytics, you can monitor application usage, task-switching patterns, and workflow bottlenecks during and beyond live interactions – surfacing system inefficiencies and process gaps that slow agents down and frustrate customers.
Identify which tools are underused, which workflows break down, and where automation can reduce effort. Then trigger automated actions based on desktop events to streamline both agent and customer experiences.
Sentiment Analysis
Go beyond keyword spotting with GenAI-powered sentiment analysis that identifies why customers feel the way they do. It can separate customer frustration from agent tone, mapping emotional shifts across the full arc of each call, and linking sentiment changes to exact audio moments, so you can see precisely where a conversation turned.
Replace low-response post-call surveys with a continuous emotional map of every interaction, covering up to 100% of calls. Rather than a single sentiment score per call, you get a granular view of how feeling evolved moment to moment — surfacing the exact points that made or broke the experience. Filter and search by sentiment to prioritize QA reviews and coaching where they’ll have the greatest impact.
AI-generated Interaction Summary
After-call work is one of the biggest drains on agent capacity. Reduce it and unlock key conversation insights effortlessly by accurate, concise ai-generated summaries of every interaction.
Capture key themes, outcomes, and follow-up actions without agents spending time writing notes and push those summaries directly into your CRM or other systems of record, so the insight lives where your teams already work. This allows:
- Supervisors to get instant context for coaching conversations.
- QA teams to triage reviews in seconds rather than re-listening to full recordings.
Surface recurring customer needs, pain points, and emerging quality issues before they become visible across all channels.
Custom Analytics Dashboards
Transform your contact center’s wealth of information into clear, actionable, and personalized visual dashboards. Empower every member of your team, including QA team, supervisors, and leadership to make smarter, data-driven decisions with dashboards tailored to their specific needs and goals.
Let every role build the visual, real-time view that matches their goals, including engagement, retention, upsell opportunities, quality trends, or operational efficiency. Pick from ready-to-use templates or build your own from scratch with an intuitive drag-and-drop interface – no coding required. Share dashboards across teams to build a data-driven culture and align decisions to the same source of truth.
Real-time Desktop Analytics
Gain a deeper understanding of agent productivity by revealing agent best practices, common issues, tech gaps, and bottlenecks.
With real-time desktop analytics, you can monitor application usage, task-switching patterns, and workflow bottlenecks during and beyond live interactions – surfacing system inefficiencies and process gaps that slow agents down and frustrate customers.
Identify which tools are underused, which workflows break down, and where automation can reduce effort. Then trigger automated actions based on desktop events to streamline both agent and customer experiences.
Unlock the full power of Calabrio Conversation Intelligence across use cases
CX Analytics
Surface meaningful insights from every customer interaction, across every channel to improve customer and employee experiences, increase revenue, and reduce costs.
Quality Automation
Automatically evaluate every interaction with automated quality monitoring that elevates supervisor impact, boosts agent performance, and reveals what your customers really need.
Calabrio Conversation Intelligence is now part of Verint
Calabrio Conversation Intelligence is now part of Verint CX Automation Platform, working seamlessly with other Verint CX Automation solutions.
Combined with Verint Genie Bot and Verint Exact Transcription Bot, you can now unlock the next generation of CX Analytics and Quality Automation solutions to rapidly analyze complex, unstructured conversations, delivering deeper, faster insights.
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Frequently asked questions
Conversation intelligence software uses AI to automatically capture, transcribe, and analyze customer interactions across voice, chat, and digital channels. Unlike traditional call monitoring, which manually reviews a fraction of interactions, modern conversation intelligence software evaluates 100% of interactions automatically and continuously. It surfaces insights about agent performance, customer sentiment, compliance adherence, and emerging topics, turning raw interaction data into decisions that improve CX, reduce costs, and manage risk.
Speech analytics refers specifically to the automated analysis of voice recordings. Conversation intelligence tools cover a broader category that goes beyond speech analytics and also includes digital channels, such as chat, email, and bot conversations. Conversation intelligence solutions also typically include richer AI capabilities, such as AI-generated interaction summaries, intent modeling, and coaching integrations.
Calabrio Conversation Intelligence solution supports voice calls, digital chat, email, SMS, and bot conversations. This omnichannel coverage means organizations can analyze customer experience consistently across every touchpoint, not just phone calls.
Yes. Calabrio Conversation Intelligence is now part of Verint CX Automation Platform, working seamlessly with other Verint CX Automation solutions.
Rather than coaching based on a supervisor’s limited manually sampled calls, conversation intelligence tools give supervisors access to AI-scored quality data and AI-generated summaries across every agent interaction. Coaching becomes targeted, evidence-based, and scalable – tied to specific moments in specific conversations rather than general impressions and human bias.
Contact us about Calabrio Conversation Intelligence today!
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