Calabrio Announces Calabrio Launch: QM Connector on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace
Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions
Calabrio, the customer experience intelligence company, have announced that the Calabrio Launch: QM Connector is now available on the Salesforce AppExchange, integrating Salesforce Service Cloud and Calabrio Quality Management (QM), part of the Calabrio ONE workforce engagement management suite.
With the QM Connector, agents, supervisors and managers managing customer interactions within Service Cloud can gain a more holistic view of the customer by quickly accessing and reviewing related interaction records from Calabrio Quality Management, including call recordings, text transcriptions and screen recordings through the simple push of a button.
For contact centre agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. For supervisors and managers, the one-click integration can help enhance productivity as it offers an efficient and insightful way to review recordings for quality management, supporting more informed agent performance reviews. The QM Connector for Salesforce reduces the need for custom integration, and, since recordings are played back within Calabrio ONE, security and compliance of all records and recordings is maintained.
Ross Daniels, vice president, global partners at Calabrio, commented,
“Contact centres strive to create a 360-degree view of their customers, but insights and records may exist across siloed platforms,”
“By creating a native connection point between the Service Cloud and Calabrio Quality Management, we reduce time spent searching for recordings and provide a simpler way for agents and managers to leverage these important interactions for enhanced agent coaching, customer service operations and overall agent and customer satisfaction.”
Woodson Martin, GM of Salesforce AppExchange, said,
“Calabrio is a welcome addition to AppExchange, as they power service transformation for customers by providing a more holistic view of the customer,”
“AppExchange is constantly evolving to enable our partners to build cutting-edge solutions to drive customer success.”
Built on the Salesforce Platform, the Calabrio Launch: QM Connector is currently available on AppExchange – for additional information Click Here
Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies to sell, service, market and engage in entirely new ways. With more than 6,000 solutions, 8 million customer installs and 90,000 peer reviews, it is the most comprehensive source of cloud, mobile, social, IoT, analytics and artificial intelligence technologies for businesses.
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Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.
For additional information on Calabrio view their Company Profile