Conversation & speech analytics · Calabrio

Calabrio

Workforce engagement suite for contact centres combining speech analytics, QA and workforce management.

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Calabrio ONE is a contact-centre workforce engagement management (WEM) suite where speech and interaction analytics sits alongside workforce management, quality management and agent coaching in one product, aimed at operations and WFM leaders as much as QA teams. It records and transcribes calls, scores them against quality criteria, and feeds analytics results directly into scheduling, forecasting and coaching workflows so that insight and staffing decisions come from the same data. It is cloud-hosted and connects to major contact-centre platforms such as Genesys, Amazon Connect and Cisco rather than providing its own telephony. Calabrio is generally chosen by contact centres that want WFM and analytics unified under one vendor, competing with Verint and NICE at the suite level and with CallMiner on the analytics component alone.

At a glance

Vendor Calabrio
Pricing model Quote only
Free tier No
Deployment Cloud
Open source No
Best for Contact centres wanting workforce management and speech analytics from one vendor

Pricing

Custom enterprise pricing per agent seat and module; not published on the website.

Pricing has not been verified yet — see the vendor's site.

Features

  • Call recording and transcription
  • Speech and interaction analytics
  • Quality management scorecards
  • Workforce management and forecasting
  • Agent coaching and performance dashboards
  • Sentiment and trend analysis
  • Screen recording for compliance

Integrations

Profile last reviewed September 21, 2026

Alternatives

Verint Enterprise customer-experience automation suite whose speech and text analytics scores agent calls for compliance and coaching. NICE CXone Cloud contact-centre platform whose built-in interaction analytics scores agent calls for quality, compliance and sentiment. CallMiner Contact-centre conversation analytics that transcribes and scores 100% of agent calls for compliance, quality and sentiment. Observe.AI AI-native contact-centre platform that auto-scores every agent call for QA, coaching and compliance.

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Terms to know

Churn rate The share of customers or revenue a business loses over a given period. Net Promoter Score (NPS) A single-question survey score that gauges customer loyalty by asking how likely someone is to recommend a company. Speech analytics Software that transcribes and analyzes spoken audio, such as call center recordings, to extract sentiment, keywords, and compliance signals.

Related guides

How to choose a conversation and speech analytics tool Marketing call-attribution tools and contact-centre QA suites both analyze calls, but they answer different questions and rarely substitute for each other.