Calabrio, a leading contact centre platform, has recently acquired Wysdom, a top-performing AI and virtual agent solution, aiming to enhance its services with AI and bot analytics. The acquisition is expected to boost agent productivity and customer service by providing advanced AI and machine learning capabilities. Founded in 2012 and based in Toronto, Canada, Wysdom has been at the forefront of developing software and services to optimize virtual agent performance.
The integration of Wysdom’s proprietary technology into Calabrio’s existing suite of analytics tools will allow real-time fine-tuning of virtual agent interactions, such as chat and voice bots. This addition will provide immediate value to Calabrio’s customers. Both platforms are designed for the omnichannel world, enabling customers to monitor and improve the performance and resource allocation of all customer service agents, whether human or virtual, through a single pane of glass. This comprehensive view will facilitate easier identification of thematic categories for all interactions, regardless of the channel type, as well as automatic identification of areas for potential improvement and training.
The acquisition aligns with Calabrio’s overall strategy to leverage AI and ML for enhancing customer interactions and optimizing workforce performance in contact centers. By harnessing the vast amounts of data generated by each customer interaction across multiple channels, Calabrio aims to deliver a frictionless and engaging experience for both customers and agents. The company’s CEO, Kevin Jones, expressed excitement over the acquisition, emphasizing how Wysdom’s AI-powered analytics will unlock valuable data in omnichannel contact centers.
With this acquisition, Calabrio seeks to establish itself as a global leader in providing software solutions that enable businesses to satisfy their customers effectively. The integration of Wysdom’s technology will augment Calabrio’s capabilities in harnessing data-driven insights and enhancing quality management and employee engagement tools. By combining their expertise, Calabrio and Wysdom are poised to drive transformational change in the modern contact center landscape.
As Calabrio expands its offerings, it remains committed to adhering to legal and ethical standards. The company aims to build an optimized software solution that allows businesses to delight their customers while maintaining privacy and data integrity. By combining forces with Wysdom, Calabrio is taking a significant step towards achieving this goal and revolutionizing the contact center industry.
In conclusion, Calabrio’s acquisition of Wysdom, a leading AI and virtual agent performance solution, strengthens Calabrio’s position as a contact centre platform. The integration of advanced AI and bot analytics capabilities will enhance agent productivity, customer service, and overall contact center performance. With the ability to leverage valuable data in an omnichannel environment, Calabrio is set to empower businesses in delivering exceptional customer experiences.
