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Calabrio has launched Omni Agent Intelligence, a new feature inside Calabrio ONE that presents a single view of quality and performance across human agents and AI agents.
The company said the product is available now for Calabrio ONE customers. Calabrio positioned the release as a way for contact centre leaders to track service quality when customer service operations run across multiple software platforms and a mix of human and automated agents.
Omni Agent Intelligence sits as a vendor-agnostic layer within Calabrio ONE. Calabrio said it works across contact centre as a service platforms, customer relationship management systems, information technology service management tools, and AI agent platforms.
Blended operations
Contact centres increasingly use AI assistants and AI agents alongside human agents. Calabrio said many organisations still assess performance separately for each platform. It said this approach creates gaps in how leaders understand the full customer journey and limits visibility into the performance of automation.
Calabrio said Omni Agent Intelligence standardises interaction data across different systems. It said this provides a consolidated view of how agents contribute to outcomes. Calabrio also framed the feature for quality management, customer experience, and automation teams.
Calabrio Chief Executive Officer Dave Rhodes said the shift in operating models requires different governance practices.
"With customer service now relying on a mix of people, AI agents and automation, it's clear we can't keep treating these parts separately," said Dave Rhodes, CEO, Calabrio. "Omni Agent Intelligence lets leaders finally see the whole picture-how their teams and technology work together, so they can raise the bar on quality, truly measure how AI is performing, and base decisions on real insight instead of guesswork. This is about moving forward with purpose as AI takes its place at the heart of service."
Cross-platform scoring
Calabrio described the new feature as an alternative to platform-specific analytics that focus on activity within a single vendor environment. The company said Omni Agent Intelligence applies a shared quality framework across AI and human agents. It also said teams can tailor criteria by agent type.
Calabrio said this approach allows organisations to score and compare performance across channels and technologies in a consistent way. It said the product is intended for environments where customer interactions can move between systems, and where performance reporting can vary between vendors.
Calabrio said Omni Agent Intelligence links AI-agent actions with operational and customer signals. The company cited human workload, sentiment, handle times and outcomes as data points included in the view. It said teams can identify issues such as poor handoffs and automation problems earlier.
The company also pointed to operational factors such as accountability for automated agents and the potential for a more consistent process for evaluating automated activity at scale.
Changing stacks
Calabrio said contact centre technology stacks change frequently as organisations add AI agents from different sources and operate across multiple CCaaS platforms. The company said Omni Agent Intelligence adapts to these changes and keeps measurement consistent despite platform updates.
Inside Calabrio ONE, the company described the feature as a governance layer for quality management and customer experience teams. Calabrio contrasted this with custom business intelligence projects, which often require ongoing work as systems change.
Calabrio listed "day-one visibility out of the box" among the product's attributes. It said teams can view human and AI agents together alongside trending topics, sentiment, quality management scores and average handle time without building custom reports.
The company also cited use cases linked to customer experience and operations. These included addressing quality issues across both human and AI agents, streamlining handoffs between automated and human interactions, and reducing escalations.
Calabrio said it expects organisations to use the feature to evaluate the impact of AI agents on workload, customer sentiment and handling times. It also framed it as a way to compare performance across channels and technologies when vendor reporting differs across platforms.
Calabrio also positioned the product as a tool for risk management. It said a unified automated quality management engine supports scalable evaluation and earlier detection of issues, including poor AI agent performance and unmet requirements.
Omni Agent Intelligence is available now for Calabrio ONE customers.