Calabrio, a customer experience intelligence company, has made its Calabrio Launch: QM Connector 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 using Service Cloud can gain a more holistic view of customers by accessing and reviewing related interaction records from Calabrio Quality Management, including call recordings, text transcripts, and screen recordings .
For agents, the QM Connector offers access to customer call recording histories for self-review and improvement. For supervisors and managers, the integration offers a way to review recordings for quality management, and, since recordings are played back within Calabrio ONE, security and compliance of all records and recordings is maintained.
"Contact centers strive to create a 360-degree view of their customers, but insights and records may exist across siloed platforms," said Ross Daniels, vice president of global partners at Calabrio, in a statement. "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."
"Calabrio is a welcome addition to AppExchange, as they power service transformation for customers by providing a more holistic view of the customer," said Woodson Martin, general manager of Salesforce AppExchange, in a statement. "AppExchange is constantly evolving to enable our partners to build cutting-edge solutions to drive customer success."