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CALABRIO ACQUIRES AI AND BOT ANALYTICS COMPANY TO REVOLUTIONISE THE CUSTOMER EXPERIENCE
Calabrio has announced its acquisition of Wysdom , leading experts in AI ( Artificial Intelligence ) and virtual agent performance solutions . This acquisition will accelerate Calabrio ’ s strategy to help customers leverage AI and ML ( Machine Learning ) to maximise agent engagement , productivity and ROI ( Return on Investment ). Wysdom , based out of Toronto , Canada , was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents .
“ 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-fuelled analytics will ensure that our customers are able to leverage all of the valuable data in their omnichannel contact centre .”
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 centre .
“ At Wysdom we have spent years singlemindedly focused on improving the efficacy of the AI-enhanced chatbot , believing the modern contact centre to be a space ripe for transformational change ,” said Ian Collins , Wysdom Founder and CEO . “ All along we ’ ve viewed Calabrio as a like-minded innovator , so we ’ re thrilled to join them in this crucial mission .”
The acquisition speaks to Calabrio ’ s long-term , multi-front efforts to build the world ’ s best software to optimise how businesses delight their customers . In addition , it will accelerate customers ’ ability to harness the vast quantities of data generated by each customer interaction across multiple channels . And as part of that process , Calabrio will create a frictionless , engaging experience for both customers and agents . x
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