AI & automation
Effortlessly scale, reduce inbound demand and automate routine tasks with conversational AI and intelligent automation.
CX management
Deliver seamless, omnichannel customer journeys with scaleable cloud platforms and integrated tools.
Monitoring and compliance
Record, archive and govern all communications securely to ensure compliance and reduce risk.
Workforce management
Forecast accurately, schedule efficiently and empower teams with real-time performance insights.
Real-time interaction guidance
Support agents in the moment with live AI insights. From sentiment analysis and context-aware recommendations to compliance support, empower colleagues to deliver better outcomes in every interaction.
Proactive engagement
Engage customers at the right moment with AI-powered automation. Reduce inbound demand with intelligent outbound notifications, personalise journeys with smart segmentation, and increase self-service adoption.
Conversational AI solutions
Empower your contact centre with Agentic AI. Deliver seamless, natural conversations across voice and digital channels, cut costs through large-scale automation, and provide always-on, scalable self-service.
CCaaS solutions
Modernise your contact centre with flexible, cloud-native platforms that scale with demand and customer expectations. Ensure agility, faster deployments, and seamless integration - while reducing costs and improving service quality
Compliant call recording software
Capture and secure every interaction with tamper-proof, FCA, MiFID II, PCI DSS and GDPR-compliant call recording. Ensure audit-readiness with real-time monitoring, automated policies, and rapid retrieval.
Communications governance & archiving
Eliminate risk with a single, centralised platform for all records. Ensure regulatory assurance with verified chain-of-custody, automated retention policies, and fast, scalable search.
Interview recording
Accurately capture investigative and evidential conversations with secure, tamper-evident recordings. Deploy across custody suites, mobile, or remote settings, fully integrated with case management systems.
Calabrio Workforce Management (WFM)
Performance management software
Boost agent engagement and performance with real-time KPI tracking, automated coaching, and personalised learning dashboards. Drive continuous improvement at scale.
Interaction analytics
Unlock insights from every customer interaction with AI-powered analytics. Detect sentiment, spot compliance risks, and support agent coaching with real-time intelligence.
Blue light
Ensure evidential integrity and resilience with secure, compliant communication for blue light.
Financial services
Strengthen compliance, efficiency, and CX with tailored financial communication solutions.
Government
Modernise public sector services with secure, compliant, citizen-focused communication solutions.
Utilities
Optimise customer service and resilience with AI-driven communication for utilities.
Retail
Deliver seamless, omnichannel retail experiences while reducing costs with smart automation.
Housing
Transform housing services with automation and AI, supporting tenants and reducing costs.
Travel & leisure
Enhance customer journeys with scalable, secure, and personalised travel communication solutions.
How Reed Wellbeing Transformed Diabetes Prevention with AI-Powered Proactive Engagement
With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while…
Supporting Leeds Building Society with Colleague Engagement
Experian® drive business change and customer retention with Analytics
Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.
How well do you actually know your customers? I’m talking about understanding each and every part of their purchasing journey. What frustrated them? What made them happy? Which part made them buy from you in the first place? If you can answer these, you’re way ahead of the curve, because according to Microsoft, 53% of consumers believe their feedback doesn’t go to anyone who can act on it. From my experience of working in multiple contact centres, understanding customer intent...
We absolutely loved celebrating National Customer Service Week. It’s always a good opportunity for our Teams to take a step back and recognise their achievements and just how far they have all come as well as share their expertise and advice. Our celebrations have kept us busy, with a selection of insight around technology, statistics and top tips, through to shining the spotlight on our internal service teams. Here’s a recap: Monday 3rd October - The Human-Tech Interface We kicked...
*Written by our very own Shaunna Wilson - WEM ConsultantPoor mental health is costing contact centres almost £1 billion each year. Agent burnout and motivation is an ongoing concern, and something which is repeatedly being mentioned in conversations I am having with clients. If you’re struggling with agent burnout, here are my top 3 pointers to help overcome this. 1. Speak to your agents I hosted our first Calabrio Community Forum of 2022 a few months back. Not surprisingly, hybrid...
Analysing the human voice, can help unearth the root cause of experiences, concerns, problems, reduce costs, identify key behaviours, and better understand the client’s perspective. Integrated Care 24 (IC24) are a great example of how this works in action. Using transformative digital tools and applications, IC24 helped elevate the patient's voice through the use of Speech and Text Analytics. Analytics technology has been available for organisations for a good number of years. However, many organisations have struggled to embed this...
Ten years ago, our working days of communication were heavily reliant on phone calls or email. Fast forward to the present day, our communication methods have been transformed by the addition of collaboration tools and instant messaging platforms such as Microsoft Teams, Zoom, Slack, and WhatsApp. These systems have dominated the way we work and communicate. However, for organisations in regulated industries, the adoption of platforms such as these, could be the recipe for a non-compliance nightmare. For many firms,...
In Europe alone, the number of Electric Vehicles (Battery electric + Plug-in hybrid electric) for 2030 is estimated to be around 29 million. The EV industry has officially taken off, and if you’re in the market considering the switch to electric, the choices are endless. But what would help push you over the line when choosing which brand to go for? Could a good customer experience (CX) be one? The Power Behind a Good Customer Experience Research states that 86%...
To meet the needs of today's empowered consumer, organisations need to embark on a customer experience (CX) transformation journey. A Haven to Share CX Challenges To help organisations along this journey, we’ve been running exclusive CX transformation led networking events. By sharing challenges and best practice methodologies, we’ve created a ‘safe haven’ for thought leaders within the contact centre space. A space to share CX insight, drive efficiency and connect with like-minded peers. Attended by Customer Experience and Contact Centre...
The Pandemic has accelerated digital adoption For many years contact centre experts have talked about the idea of cloud contact centre technology being the solution for true omni-channel customer experiences as well as a solution for remote working. However, 2021 was the year we really saw organisations putting their money where their mouth is. The reason for organisations doubling down on digital innovation has mainly been due to the unprecedented events of the pandemic. Amongst all the changes we’ve had...
What is WFO software? In short, WFO (Workforce Optimisation) is a business practice that focuses on improving efficiency and workforce performance. It encompasses multiple call centre software technologies to enable an organisation to save money and more importantly save time for the customer. Contact centres use WFO technology to enhance the customer experience. This can be done by automating processes and increasing data visibility. What is the difference between Workforce Management (WFM) vs Workforce Optimisation (WFO) Workforce Optimisation (WFO) and...
For organisations such as Trading Floors, Financial Services or Contact Centres, using the native recording within Teams isn’t enough. These organisations need a compliant Microsoft Teams Call Recording solution. This solution will record, monitor and store regulated and customer interactions in order to remain compliant. If you are looking for a Microsoft Teams Call Recording solution, then here are 6 top features to look out for: 1. Microsoft Teams Search and Playback Microsoft Teams by itself does come with basic...
What is CCaaS? CCaaS (Contact Centre as a Service) is a cloud-based call centre software solution that provides businesses with capabilities of running contact centre services via the cloud. CCaaS solutions for contact centres are designed to be customer-centric. They are also designed to continue to evolve in order to fit the way people work. Lastly, they are designed to provide a great customer experience in an omnichannel world. What are the benefits of CCaaS? There are many benefits to...
In the early 2000s when automation first started gaining momentum, call centres businesses saw it as an opportunity to reduce costs and improve agent efficiency and less about improving customer experience. However, this business logic has changed over the years as businesses now deem customer experience as the most important reason for investing in call centre automation. The change of mindset has been a result of two megatrends that have reshaped the business world for good. Firstly the widespread adoption...