Calabrio has announced its QM Connector is now available on the Salesforce AppExchange, integrating Salesforce Service Cloud and Calabrio Quality Management (QM). It means the product is now part of the Calabrio ONE workforce engagement management suite.
The customer experience intelligence company’s QM Connector allows agents managing customer interactions within Service Cloud to gain a more holistic view of the consumer. This is achieved by accessing and reviewing related customer contact records from Calabrio Quality Management, which could include call recordings, text transcriptions and screen recordings.
Ross Daniels, vice president, global partners at Calabrio, said: “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, added: “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.”
