TL;DR:
- Calabrio, a contact center solutions provider, has acquired Wysdom, an AI and virtual agent performance solutions company.
- The acquisition aims to enhance AI and machine learning capabilities for optimizing agent engagement, productivity, and ROI.
- Calabrio’s CEO, Kevin Jones, expressed enthusiasm for the synergy between the two firms and the potential for efficient AI utilization.
- Wysdom’s technology will upgrade Calabrio’s analytics tools, allowing unified monitoring and improvement of all customer service agents.
- This integration empowers Calabrio clients to categorize interactions into thematic categories, enhancing quality management and employee engagement.
- Wysdom’s CEO, Ian Collins, sees this partnership as a transformative step in revolutionizing the modern contact center.
- The acquisition underscores Calabrio’s commitment to improving customer experiences and leveraging data from various channels.
Main AI News:
In a bold move, Calabrio, a leading provider of contact center solutions, has recently completed its acquisition of Wysdom, a distinguished AI and virtual agent performance solutions company based in Toronto. Founded in 2012, Wysdom has consistently focused on advancing software and services to optimize virtual agent performance, aligning perfectly with Calabrio’s vision. This strategic acquisition marks a significant step in Calabrio’s commitment to enabling its customers to harness the power of AI and machine learning (ML) to enhance agent engagement, productivity, and return on investment (ROI).
The union of Calabrio and Wysdom has ignited excitement among industry insiders, and Calabrio’s CEO, Kevin Jones, is no exception. He views this acquisition as a game-changer for their customers, asserting, “We are excited to bring Wysdom and Calabrio together to help our customers use AI efficiently.” Jones envisions a future where AI seamlessly facilitates resource allocation across both human and virtual agents, ultimately revolutionizing customer interactions.
The impact of this acquisition goes beyond words, as Jones explains, “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 center.” Calabrio’s commitment to customer-centricity is further reinforced with its Calabrio ONE workforce performance suite, which empowers contact centers to enrich and understand human interactions, enhancing brand guardianship. Leveraging connected data, AI-driven analytics, automated workforce management, and personalized coaching, Calabrio maximizes agent performance, customer satisfaction, and workforce efficiency.
Complementing Calabrio’s existing capabilities, Wysdom’s proprietary technology excels at enhancing virtual agent interactions in real-time. The integration of Wysdom’s technology promises an immediate upgrade to Calabrio’s analytics toolset, offering customers a unified platform to monitor and enhance the performance and resource allocation of all customer service agents, be they human or virtual.
Through this integration, Calabrio clients gain the invaluable ability to categorize interactions into thematic categories, transcending channel distinctions. This newfound analytical firepower not only automates the identification of areas in need of improvement but also facilitates targeted coaching and training initiatives, elevating the quality management and employee engagement tools to unprecedented heights.
Reflecting on this significant development, Ian Collins, Founder and CEO of Wysdom, expressed immense satisfaction in their years of dedication to enhancing AI-powered chatbots. He emphasized their unwavering commitment to transforming the modern contact center, stating, “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.”
Collins sees Calabrio as a kindred innovator, sharing their mission for positive change. He added, “All along, we have viewed Calabrio as a like-minded innovator, so we are thrilled to join them in this crucial mission.”
Conclusion:
Calabrio’s acquisition of Wysdom represents a strategic move to strengthen AI and ML capabilities in the contact center solutions market. This merger is poised to provide customers with more efficient AI utilization and improved analytics tools, ultimately enhancing customer experiences and transforming the industry’s approach to modern contact centers.
