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Minneapolis Feb 2, 2021 -- Calabrio, a customer experience intelligence company, 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.

"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, global partners at Calabrio. "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, GM of Salesforce AppExchange. "AppExchange is constantly evolving to enable our partners to build cutting-edge solutions to drive customer success."

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