Calabrio, a contact centre solutions provider, has announced its acquisition of AI and virtual agent performance solutions corporation Wysdom. The Toronto-based firm was founded in 2012 with a focus on enhancing the development of software and services to optimise the performance of virtual agents. The acquisition aims to bolster Calabrio's strategy to assist customers in utilising AI and machine learning (ML) to augment agent engagement, productivity, and return on investment (ROI).

CEO of Calabrio, Kevin Jones, expressed enthusiasm about the union of the two firms, asserting that the acquisition is intended to assist their customers in using AI efficiently. He said, "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."

Jones further clarified the impact of the acquisition, stating, "By unlocking core insights across all interactions at scale, Wisdom's powerful AI/ML-fueled analytics will ensure that our customers can leverage all of the valuable data in their omnichannel contact centre."

The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite, helps enrich and understand human interactions, empowering the contact centre as a brand guardian. Calabrio maximises agent performance and customer expectations and boosts workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching.

Complimenting Calabrio, Wysdom's proprietary technology aids the enhancement of virtual agent interactions in real time. With the integration of this technology, Calabrio's present analytics tools suite will receive an immediate upgrade. 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.

By integrating Wysdom's technology, Calabrio clients will gain the capacity to categorise all interactions, disregarding channel type, into thematic categories. This added analytical firepower would not only allow the automatic determination of areas requiring improvement and the provision of coaching and training but also ensure that these changes elevate Calabrio's quality management and employee engagement tools to the next level.

Reflecting on the acquisition, Wysdom's Founder and CEO, Ian Collins, expressed satisfaction with the company's years of dedicated efforts in enhancing AI-powered chatbots. He emphasised their singular focus on transforming the modern contact centre. 

Ian Collins shared, "At Wysdom, we have spent years single-mindedly focused on improving the efficacy of the AI-enhanced chatbot, believing the modern contact centre to be a space ripe for transformational change."

Collins was delighted about the new partnership with Calabrio, viewing them as a fellow innovator who shares the same mission. "All along, we have viewed Calabrio as a like-minded innovator, so we are thrilled to join them in this crucial mission," he said. 

This new development is a testament to Calabrio's continuous efforts to build the finest software for enhancing customer experiences. In addition, it will accelerate customers' ability to harness the vast quantities of data generated by each customer interaction across multiple channels. Calabrio will create a frictionless, engaging experience for both customers and agents.