Calabrio, Inc. Partner Details Page
- Fully Integrated Customer Engagement Suite - Call Recording, Quality Management, Workforce Management, Analytics, Advanced Business Intelligence Reporting
- Vendor Agnostic Integrations with leading Contact Center Platforms such as Cisco, Avaya, Mitel, Amazon Connect, Twilio, Cisco WebEx, Five9, 8x8 etc.
- Flexible pricing and deployment options: on-premises & cloud SaaS
- CALL RECORDING: Amazingly clean and simple. Capture and retrieve calls quickly and accurately. Never miss a call.
- QUALITY MANAGEMENT: Access and evaluate 100% of your customer interactions. Gain powerful performance insights.
- WORKFORCE MANAGEMENT: More than optimized staffing levels, modern tools improve predictability and performance.
- CALABRIO ANALYTICS: Integrate multichannel customer input to gain unprecedented visibility and control.
- ADVANCED REPORTING: Visualize contact center metrics. Cross-reference data enterprise-wide. Deliver impactful insights.
- RISK AND COMPLIANCE: Confirm compliance, document customer interactions and protect your enterprise.
Calabrio Advanced Reporting
Advanced Reporting for the Modern, Multichannel Contact CenterCalabrio Advanced Reporting is a comprehensive, self-service business intelligence solution for the contact center and beyond. It allows organizations to obtain the real-time information and actionable insights needed to manage and improve enterprise-wide performance.SEAMLESSLY COMBINE AND SYNCHRONIZE YOUR CUSTOMER INTERACTION DATACombine disparate contact center data streams—any format and any source, including automatic call distribution (ACD), interactive voice recognition (IVR), quality monitoring, workforce management, CRM, human resources, homegrown software applications, and more. Integrate structured and unstructured data. Unify your data into intelligent visualizations and dashboards that are easily accessed and shared across the enterprise for powerful decision-making.LEVERAGE PRE-BUILT INTEGRATIONS FOR A SHORTER TIME TO VALUEUtilize a robust set of out-of-the-box integrations with leading contact center systems—including tight integration with Calabrio ONE. Other pre-built third-party integration examples include:ACD/CCaaS• Amazon Connect• Avaya• Cisco• GenesysEnterprise Software• Amazon• Microsoft• Oracle• Salesforce.com
Harness The Voice Of The CustomerEvery organization aims to be customer-centric. It’s time to walk the talk. Calabrio Analytics empowers you to unlock the goldmine of customer insights pouring into your contact center. Convert raw customerfeedback into highly usable data—and see issues as they emerge. Watch trends take shape. Anticipate your customers’ wants and needs. Transform your multi-channel contact center into a hub of customerintelligence—and use that intelligence to build customer-centric strategies that solve challenges and add business value across the entire organization.Analytics is a set of tools that provides business intelligence by uncovering content that might otherwise go unnoticed. So, what exactly is Calabrio Analytics? It is a means of utilizing tremendous amounts of data to derive business intelligence and achieve business goals. Within any given organization, a contact center will interact with customers on so many phone calls, emails, chat sessions, and other methods of communication that they are able to manually listen to or review only 1% of all those interactions. If that. There’s simply too much data to review. So, without Analytics what happens is that organizations randomly listen in on phone calls and act based only on that small fraction of information.Calabrio Analytics license offers all the features desired by a customer centric organization such as speech analytics, speech to text analytics with speaker separation, sentiment analysis, text analytics, desktop analytics, 100% evaluations done by auto scoring of the evaluations powered by AI/ML predictive engines, multi language support etc.
Calabrio Workforce Management
Meet the Moment: Agility for the Modern Contact CenterCalabrio workforce management is designed for the modern contact center and the modern workforce. Through employee empowerment tools, intelligent automation, reporting and global support, Calabrio’s WFM solution addresses the acute needs organizations face in today’s challenging environment, while helping navigate the evolving world of work going forward.Calabrio WFM is a highly agile and scalable workforce management platform that allows delivery of seamless experiences for customers, agents and contact center managers—no matter where agents are working, remotely, on location or a hybrid mix.THE NEW CALABRIO WFM FOR A NEW ERACalabrio WFM enables your organization, through its core functionality, to plan and manage their operations through advanced forecasting, dynamic scheduling and intelligent automation, while also providing the tools and technology to empower, educate and lead today’s workforce.
Calabrio Quality Management
Customer experience leaders know there’s no such thing as “good enough.” Calabrio Quality Management gives you the smart tools to quickly and continually uncover what you can improve — and effectivelydrive and measure that improvement. Automate evaluations by combining Calabrio Quality Management with Calabrio Analytics to examine every single interaction across all channels—and free managers to focus on targeted coaching and training. Give agents the immediate feedback they crave—and inspire healthy competition. Let the voice of the customer move your contact center forward—and make the most of every customer interaction.Calabrio Quality Management provides 100% audio and screen recording, storage, and playback for all phone calls. It also gives the ability for Supervisors/Quality Managers to evaluate agent interactions using customizable evaluation forms. LIVE audio and LIVE screen monitoring capability is also included.
Calabrio is the customer experience intelligence company that empowers organizations 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 centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.
Calabrio named a leader in the Forrester wave workplace optimization suites, Q3 2016
Calabrio named a Visionary in the 2021 Gartner Magic Quadrant for Workforce Engagement Management for Fifth Year Running.
Calabrio receives perfect customer satisfaction scores in 2020 – 2021 DMG WFO Report
Top Workplace for six years running in the US
Headquarters: Minneapolis, USA
Other office locations in Vancouver, Singapore, Stockholm, Denver, London, Dubai
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"Thomson Reuters Reduces Average Call Time By Nearly 2 Minutes: https://www.calabrio.com/resource-center/customer-success-stories/thomson-reuters/"
"Shopify Expands Operations to Schedule a Global, Remote Workforce: https://www.calabrio.com/resource-center/customer-success-stories/shopify-grows-with-calabrio-wfm/"
"Polaris Measures Multi-Channel Interactions: https://www.calabrio.com/resource-center/customer-success-stories/polaris/"
"Republic Services Engages Agents and Builds Superior Training Programs: https://www.calabrio.com/resource-center/customer-success-stories/republic-services/"
"Delta Air Lines Migrates WFM to the Microsoft Azure Cloud: https://www.calabrio.com/resource-center/customer-success-stories/delta-air-lines/:"
Delta Air Lines
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Name: G Suresh Kumar
Grievance Officer- TCS CUBO,
TATA Consultancy Services Limited.
timings: 09:30 to 17:30
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For Take-Down Notices relating to Storage of Transient or Incidental Copies of Work under Indian Copyright Act and Rules:
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Term and Termination
Denial Of Access And Termination Of Usage Rights
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Governing Law and Jurisdiction
These Terms shall be governed by and interpreted in accordance with the laws of India.
All disputes or differences whatsoever arising out of or in relation to the construction, meaning and operation or effect of these Terms or breach thereof, shall be subject matter of arbitration under the Arbitration and Conciliation Act 1996 and any subsequent amendments related thereto, unless settled amicably between You and TCS, be referred to arbitration and such arbitration shall be conducted in accordance with the rules of arbitration of the Bombay Chamber of Commerce and Industry ("BCCI"), which rules, as modified from time to time, are deemed to be incorporated by reference into this clause (the “Arbitration Rules”) by an arbitration panel comprising of a sole arbitrator.
The arbitration panel as referred to above shall be appointed by the BCCI. The arbitration panel shall deliver the award in the arbitration proceedings within three (3) months from reference of any dispute to arbitration. The venue of arbitration shall be Mumbai, India and the award passed by the arbitration panel shall be final and binding upon You and TCS.
These terms and conditions form a legally binding agreement between You and TCS and are the entire agreement between You and TCS regarding access and use of the Site and the Services and supersede any prior or contemporaneous, conflicting or additional understandings or agreements or communications (written or oral). Failure to exercise or delay in exercising any right or remedy under these Terms or law by TCS will not constitute a waiver of rights or remedy nor shall it prevent exercising that right or remedy in whole or in part in future. If any provision of this Agreement is found by a proper authority to be unenforceable or invalid, such unenforceability or invalidity shall not affect the other provisions of this Agreement and the unenforceable or invalid provision shall be construed to be amended in order to avoid such unenforceability or invalidity while preserving as closely as possible the intent of the parties. This Agreement shall not be construed as a teaming agreement, joint venture, partnership or other business relationship. This Agreement may be assigned by TCS without restriction or notification to You.
Your privacy is important to us. We believe it is important for you to know what personal data we, Tata Consultancy Services (“TCS” or “we”), collect from you (and third parties), why we collect it, how we use it and what rights you might be entitled to as a data subject or consumer.
Please note: all information in this privacy notice is applicable to you unless otherwise indicated based on your residency status. For the additional terms which may be applicable to you based on your residency status, please refer to your country-specific terms at the end of this notice.In this notice, term “personal data” is used to represent any information relating to an identified or identifiable person; country-specific notices might adopt a different terminology.
We encourage you to read this notice, together with any additional and more specific information we may provide to you on various occasions when we are collecting or processing personal data on TCS websites, products or applications, events and initiatives so that you are aware of how and the purpose for which we are processing your personal data.(Please note: We issue a different privacy statement which applies where there is an employment relationship between TCS and its employees.)
How we will use your personal information
We may collect different kinds of personal information in a number of different ways and use it for a number of different purposes:
To ensure access to our website and online services.
In general, you can visit TCS on the World Wide Web without telling us who you are. Our web servers or Affiliates who provide analytics and performance enhancement services may collect:
- IP addresses,
- operating system details,
- browsing details,
- device and connectivity details, and/or
- language settings.
This information is aggregated to measure the number of visits, average time spent on the site, pages viewed and similar information. TCS uses this information to measure the site usage, improve content and to ensure safety and security as well as enhance performance and user experience of the website. In few situations, you are required to register to access a reserved area of the website: in these cases, we will also collect your username and the password.
We may also obtain data from third parties including:
- Social networks, when you grant permission to us to access your data on one or more networks through our website.
- Service providers that help us determine a location based on your IP address in order to customize offerings and content to your location.
- Partners with whom we offer co-branded services or engage in joint marketing activities.
To answer your queries, support and contact requests.
If you contact us with queries, requests for more information about initiatives or products or other generic support inquiries, we will need to collect information about you such as:
- personal and contact details, like full name, company and role, email address,
- demographic data,
- qualifications and profession, and/or
- the content of your messages to us.
For information about managing your contact data, email subscriptions and promotional communications, please use the contact us form on the tcs.com or affiliate websites where you had given your Personal data.
Subscriptions to our promotional communications.
If you sign up to receive promotional communications from TCS, we may send these by email, SMS/text messages, post, telephone or any other means of communication. For information about managing your contact data, you may reach out to the contact details provided in the event privacy notice, or you may use the contact us form on the tcs.com or affiliate websites where you had given your Personal data.
To administer events and activities.
TCS frequently organizes events and initiatives, either free to join or by invitation only; in these cases, this privacy statement applies to both participants and speakers, together with any other supplementary information that is provided in relation with each event. To allow participants to join the events (including communications pre and post event), we are required to collect and process a limited amount of information, such as:
- full name,
- company, job title and business email address,
- telephone number,
- location, and/or
- pictures and video of you.
Where a hospitality service is provided, we may also collect, store and process “special categories” of more sensitive personal data(SPI), such as information regarding any dietary requirements or personal disabilities. This will be done only and to the extent permitted by the law. Events might be recorded hence pictures and video of you may be collected too; in such case, you will be informed via a specific notice at the location of recording. This material can be used later by TCS for further compatible purposes in accordance with the notices you receive. Also, during the course of the events, we may collect from you data about yourself, which we later may use to contact you again in order to receive feedback and/or provide further commercial information about TCS; this may be done with your consent, wherever necessary.
We may also obtain data from third parties including third party event organizers where the event is sponsored by TCS. Organizers might provide the attendee list. In such cases, the privacy statement of those third parties to whom you provide your personal data will apply to you.
To promote the TCS brand, products, initiatives and values with marketing communications.
TCS has a strong legitimate interest in promoting its brand, products, initiatives and values. We may send you marketing communications through different channels, such as email, texts, phone calls or regular mail; to do so, we might use your contact details which were previously collected in the context of an event, a query sent by you or through the navigation on our websites. We may also obtain your personal information from third parties, such as business partners, data brokers, social networks, publicly available sources and marketing companies. In such cases, we will also comply with any additional restrictions imposed by the region in which your data was collected as well as the source of the data. If required by applicable legislation, we will ask for your consent separately before sending any marketing communications. You can opt-out of receiving such communications at any time using the contact us form on the tcs.com or affiliate websites where you had given your Personal, writing to our Data Protection Officers or Chief Privacy Officer (see section below) or by any other given method provided from time to time (for example: unsubscribe link included at the bottom of emails).
From time to time, we may use your name, quotes, pictures or videos to promote and amplify TCS’ brand and activities. In any such case, you will receive appropriate additional information about the usage of your personal data.
To manage, administer and fulfill the obligations under contracts, and regulations
Where TCS is in a contractual relationship with you (other than an employment relationship), your employer, your company or is taking steps to enter into such a contractual relationship, we may need to process your personal information, usually limited to name, business contact details and job title in order to enter into and/or fulfill the obligations arising from the same contract, such as providing you or your employer or company with the services you have requested or make use of the services that you or your employer or company are offering to us. We will also process such personal data for ancillary tasks related to our daily business activities, such as accounting, auditing, reporting (to regulators and authorities) and to comply with applicable regulations.
If you do not provide certain information when requested, it may delay or prevent us from administering a service you have requested from us, or in replying to your queries and/or in letting you join our initiatives.
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason that is compatible with the original purpose and applicable law. If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
How we will share your personal information
We may share your data with third parties, including third-party service providers and other entities in the TCS Group. Please note, TCS has not in the past, nor does it currently, under any circumstances sell your personal data from or to any third party. Further, TCS does not use your personal data for any other purpose (as outlined below) unless required to fulfill a legal obligation or a legitimate business purpose where permitted by law.
Why might you share my personal data with third parties?
We may share your personal data with third parties where required by law, where it is necessary for one of the activities mentioned above or where we have another legitimate legal basis in doing so. We require third parties to respect the security of your data and to treat it in accordance with the law. Where required by the law, we will request your consent before transferring data to third parties which are not part of the TCS Group.
Which third-party service providers process my personal data?
”Third parties” includes third-party service providers (including contractors and designated agents) and other entities within our group. The following activities may be carried out by third-party service providers: hosting and other internet services, data storage and analytics, marketing research and campaign management, event organizers and caterers. All our third-party service providers are required to take appropriate security measures to protect your personal data in line with our policies. We do not allow our third-party service providers to use your personal data for their own purposes. We only permit them to process your personal data for specified purposes and in accordance with our instructions and applicable law. We may also need to share your personal data with regulators or to otherwise comply with the law.
When might you share my personal data with other entities in the group?
We may share your personal data with other entities in the TCS Group as part of our regular reporting activities on company performance, in the context of a business reorganization or group restructuring exercise, for system maintenance support and hosting of data and when it is required to do so in order to perform one of the activities listed above (see "How we will use information about you"). Other entities in the TCS Group are required to take appropriate security measures to protect your personal data in line with our policies.
Transferring your personal data outside of your country of residence
We may transfer the personal data we collect about you to one of more countries of your country of residence or outside of the country in which you access this website, including India, in order to perform one of the activities listed above (see "How we will use information about you"). – In such cases, we have put in place the appropriate measures to ensure that your personal data will be secure according to the laws of the country in which you reside. If you require further information about these protective measures, you can request it from our Data Protection Officers (see contacts below) or send an email to firstname.lastname@example.org.
How we will keep your information safe
We have put in place appropriate technical, organizational and security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorized way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.
How long we will keep your information
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. Details of retention periods for different aspects of your personal data are available in our retention policy upon request from our Data Protection Officers (see contact details below). To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorized use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
In some circumstances we may anonymize your personal data so that it can no longer be associated with you, in which case we may use such information without further notice to you.
How to contact us
If you have a have a privacy concern, a complaint or a question regarding this privacy statement, please direct it to the Chief Privacy Officer of Tata Consultancy Services at email@example.com or contact us through the "Contact us" form on tcs.com or affiliate websites where you had given your Personal data indicating your concern in detail.
For the purposes of the data processed under this statement, the controller or business/service provider for the data processing of your personal data collected through our websites is Tata Consultancy Services Limited, TCS House, 2nd Floor, Raveline Street, Fort Mumbai 400 001, India. For all the other purposes indicated above, the controller or business/service provider is the same entity unless indicated otherwise in other privacy statement communicated in each situation.
Right to withdraw consent
In the limited circumstances and based on your country of residence; where you may have provided your consent to the collection, processing and transfer of your personal data for a specific purpose, you may have the right to withdraw your consent for that specific processing at any time. To withdraw your consent, please contact our Data Protection Officers (see contacts below). Once we have received notification that you have withdrawn your consent, we will no longer process your information for the purpose or purposes you originally agreed to, unless we have another legal basis for doing so.
Please find below the list of region wise Data Protection Officers
We have appointed Data Protection Officers (DPOs) to oversee compliance of TCS with applicable data protection laws and with this privacy notice. If you have any questions about this privacy notice or how we handle your personal data, please contact the DPO in your region:
|Data Protection Officer for UK and Ireland||Data Protection Officer for Canada||Data Protection Officer for Continental Europe||Data Protection Officer for the United States||Data Protection officer for Brazil||Data Protection Officer for LATAM||Data Protection Officer for APAC||Data Protection officer for South Africa|
Please refer to region specific privacy regulations below:
- EU/EIA: Click here
- US: Click here
- Canada: Click here
- Brazil: Click here for EnglishClick here for Portuguese
- Australia: Click here
- New Zealand: Click here
- APAC: Click here
- Argentina: Click here for EnglishClick here for Spanish
- Chile: Click here for EnglishClick here for Spanish
- Colombia: Click here for EnglishClick here for Spanish
- Ecuador: Click here for EnglishClick here for Spanish
- Mexico: Click here for EnglishClick here for Spanish
- Peru: Click here for EnglishClick here for Spanish
- Uruguay: Click here for EnglishClick here for Spanish
- Malaysia: Click here for Malay
- South Africa: Click here
- China: Click here for EnglishClick here for Mandarin
Changes to this privacy statement
We reserve the right to update this privacy notice at any time, and we will provide you with a new privacy notice when we make any substantial updates. We may also notify you in other ways from time to time about the processing of your personal data.