January 25, 2024 Calabrio Acquires AI and Bot Analytics Company

In a strategic move, Calabrio is set to accelerate its mission by acquiring Wysdom, a pioneering AI and ML solutions provider.

This acquisition aims to revolutionize agent engagement, boost productivity, and maximize Return on Investment (ROI). With Wysdom’s expertise in developing software for optimizing virtual agent performance, Calabrio reaffirms its commitment to innovation in customer engagement solutions.

“We are excited to bring Wysdom and Calabrio together to help our customers use AI to drive optimal allocation of resources across both human and virtual agents,” said Kevin Jones, CEO of Calabrio. “By unlocking core insights across all interactions at scale, Wysdom’s powerful AI/ML-fueled analytics will ensure that our customers are able to leverage all of the valuable data in their omnichannel contact center.” 

Wysdom’s proprietary technology facilitates the fine-tuning of virtual agent (i.e., chat and voice bot) interactions in real time. This technology is an instant value-add to Calabrio’s existing suite of analytics tools. Both platforms are built for an increasingly omnichannel world and will allow Calabrio to present customer interactions, along with a comprehensive range of conversational metrics, through a single pane of glass. This single pane approach will allow customers to easily monitor and improve the performance and resource allocation of all customer service agents, whether human or virtual. 

Calabrio customers will now be able to sort all interactions—regardless of channel type—into thematic categories. In addition, customers will now be able to automatically determine areas for potential improvement, including coaching and training.  This enhanced analytical firepower will take Calabrio’s already robust quality management and employee engagement tools to the next level. The result is the ultimate workforce performance solution for the modern, omnichannel customer contact center. 

“At Wysdom we have spent years single-mindedly focused on improving the efficacy of the AI-enhanced chatbot, believing the modern contact center to be a space ripe for transformational change,” said Ian Collins, Wysdom Founder & CEO. “All along we’ve viewed Calabrio as a like-minded innovator, so we’re thrilled to join them in this crucial mission.” 

In conclusion, the union of Calabrio and Wysdom represents a significant advancement in customer engagement technologies. This collaboration promises to enhance agent productivity and ROI through the innovative use of AI and ML. Such a move not only underscores the growing importance of technology in this field but also sets a new standard for future developments, benefiting a broad spectrum of customers seeking efficient, AI-driven solutions.

www.calabrio.com

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