Transform every interaction into quality intelligence. AI-powered auto QA scores up to 100% of calls automatically, so your team acts on complete data, not samples.
A financial & HR team eliminated inconsistent evaluations and manual processes, driving a 60% reduction in time to locate contacts.
A mental health services team rapidly scaled a crisis helpline, tracking burnout risk with AI dashboards to improve agent retention and save 6,700+ onboarding hours annually.
A healthcare organization used QM Intelligence’s AI-powered interaction summary to slash after call work by 41%, freeing up time to focus on delivering high-quality experiences.
Calabrio QM Intelligence is an automated QA solution built for contact centers moving beyond manual reviews and score sampling. It enables fast, scalable scoring of up to 100% of interactions—accelerating time to value.
Key capabilities:
Get started fast—expand coverage without adding headcount, eliminate blind spots, and elevate agent performance. Calabrio QM Intelligence delivers a scalable foundation that grows with you.
Explore Calabrio’s Auto QA solution in this free interactive demo.
Enhance the impact and expand the reach of your quality program without adding to your headcount. Auto QM evaluates every single interaction, for all your agents, to deliver a complete, unbiased view of experience quality. Accelerate and enhance manual review processes or make the switch to full automation with a future-ready, AI-powered QA solution.
Success isn’t one-size-fits-all. Why should your quality solution be? Our customizable Auto QA software puts you in control with the flexibility to tailor evaluations to your brand’s needs, standards, and goals. Choose from pre-built questions in our expert-vetted database that assess fixed criteria like empathy, professional language, conversation flow management, hold/transfer process, and more; or bring your own questions and create a library to share across teams.
View performance scores based on agent group/team, with drill-down capabilities to identify areas for coaching and improvement. Accurately analyze your CX at scale—based precisely on what quality means for your organization.
Equip your teams with leading tools that elevate performance from day one. Translate complex interactions into clear, actionable intelligence with AI-generated summaries that surface the most relevant insights. Set agent performance targets directly in forms, track progress against KPIs, and deliver targeted, data-driven coaching that engages agents and measurably improves their results.
Automate up to 100% of interaction scoring for quality and compliance across channels and functions. AI-powered, enterprise QM will help organizations with mature QM practices and advanced form and workflow requirements increase compliance, performance, operational efficiency and CX.
Transform every customer interaction into actionable AI-driven insights with capabilities like Auto Quality Management, Trending Topics, and AI Tags, enabling teams to boost agent performance, scale quality with confidence, reduce manual effort, and deliver consistently better customer experiences.
Give employees and managers visibility into performance to drive better service and greater job satisfaction. Integrate with WFM, QM, and coaching workflows as well as other source systems to create robust, role-based performance scorecards and dashboards.
Calabrio QM Intelligence empowers quality supervisors and analysts to go from guessing to knowing; confidently, automatically. The solution shows you where to focus so you can proactively manage quality to:
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Calabrio QM Intelligence is an AI-powered, auto QA solution that transforms every interaction into actionable quality intelligence. It evaluates up to 100% of interactions—across human and AI agents—so teams can act on complete, unbiased performance data instead of relying on limited samples.
Auto QA uses AI to automatically evaluate interactions at scale, replacing manual reviews and random sampling. With Calabrio QM Intelligence, organizations can expand coverage, reduce manual effort, and surface insights faster—enabling more targeted coaching and continuous performance improvement.
On average, customers see 95% to 99% accuracy in AI-generated interaction scoring. Insights gained help QA analysts continuously improves their quality program through configurable evaluations, feedback loops, and the ability to refine criteria over time.
Traditional QA reviews only a small percentage of interactions and relies heavily on manual effort. Calabrio QM Intelligence can evaluate every interaction automatically, eliminating sampling bias, and providing a complete, real-time view of performance—making it easier to identify trends, risks, and coaching opportunities.
The solution combines AI-generated summaries, scoring, and customer and agent sentiment to highlight where agents need support. Supervisors can quickly identify skill gaps, track performance, and deliver targeted coaching based on real interaction data—not assumptions.
Teams can start with prebuilt evaluation frameworks or tailor scoring to their business by adjusting criteria, weighting, and question libraries, as well as building custom questions and forms. This flexibility ensures quality programs align with brand standards, compliance needs, and CX goals.
Organizations can get started quickly with out-of-the-box evaluations and dashboards, enabling immediate visibility into performance and faster time to value—without adding headcount or increasing operational complexity.
Calabrio QM Intelligence evaluates interactions across channels, both voice and digital, providing a unified view of performance and enabling consistent quality standards across the entire customer experience.
Calabrio QM Intelligence includes Calabrio Auto QM capabilities plus advanced analytics like interaction summaries and sentiment analysis—delivering a broader, more powerful approach to quality intelligence.
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