Deliver Outcomes, not just AI

Deliver Outcomes, not just AI – an article by one of our learners Tom Hunt from Verint.

Partner Article: New Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations

The 2025 State of the Contact Centre report shows that balancing efficiency and empathy remains a challenge in the fast-changing customer experience space, with contact centres facing dynamic changes in how they work with AI 

Partner Article: From Discovery to Delivery: Here’s a Proven Methodology to CX Success at Sabio

Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone.

In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here's the thing: successful CX transformation isn't about jumping on the latest tech bandwagon — it's about following a proven roadmap to results. 

For many of our 650+ customers globally, this is where our three-phase methodology has helped global brands turn CX challenges into triumphant successes.

Calabrio Continues to Accelerate AI Innovation with Acquisition of Echo AI

Calabrio has announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centres with the latest innovative solutions through near-time conversation insights that enhance customer experiences and operational efficiency.
 
Echo AI’s technology analyses every customer conversation across multiple channels, including calls, tickets, surveys and reviews, and delivers insights that drive customer retention, operational efficiency and growth.
 
“With this acquisition, we’re accelerating our effort to provide a seamless integration of human and AI-driven intelligence, empowering agents to improve efficiency and dramatically improve customer interactions,” says Dave Rhodes, CEO at Calabrio.  

Why Is Your Cloud Contact Centre Transformation Failing to Deliver?

Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems.

But what’s even more concerning is that those who've made the leap to cloud solutions aren't necessarily reaping the promised rewards. 

Partner Article: How Do I Know If I Am Driving the Benefits of My Workforce Management Solution? 7 Key Indicators You’re On the Right Track

Implementing a workforce management (WFM) solution can transform your organisation's efficiency, productivity, and cost management.

However, to truly benefit from the system, it’s essential to assess whether the solution is delivering on its promises.

Here are some key indicators to determine if you're driving the benefits of your workforce management solution.

Partner News: Calabrio Unveils Latest Innovations at C3 2024: Transforming Customer Contact Centres for the Future

Calabrio, the workforce performance company, this week announced a series of groundbreaking innovations at its C3 user conference. The annual event, including the ONE Awards, is known for bringing together industry leaders, customers and industry analysts, to feature the launch of new products, share insightful industry discussions, and recognise outstanding customers. 

Partner News: Sabio Group Charts Course to Net-Zero & Sustainable Future

Sabio Group, the digital customer experience (CX) transformation services specialist, has today announced its ambitious commitment to achieving net-zero carbon emissions by 2050.
The pledge, made by CEO Andy Roberts, has been formally accepted by both the Science Based Target Initiative (SBTi) and the United Nations Global Compact (UNGC), marking a significant milestone in Sabio's sustainability journey.

Partner News: Sabio's latest news and resources

Partner Article: Calabrio Enhances its Innovative AI-driven Business Intelligence Tools

Corresponding 2024 Summer Release free webinar offers in-depth Insights and Interaction Summary product demonstrations 

Partner Article: Calabrio integrates its software with Avaya Experience Platform Public Cloud

Calabrio has announced that it has integrated another solution with Avaya as part of its longstanding relationship with the leader in customer experience and communications solutions. This one sees the award-winning Calabrio Workforce Management (WFM) solution integrate with Avaya Experience Platform™ (AXP) Public Cloud in a milestone collaboration that will revolutionise the landscape for contact centres looking to innovate and modernise in the cloud. 

Calabrio Launches FedRAMP Authorised Offering, Calabrio GovSuite

The cloud contact centre solution is Modern Workforce Performance Suite for Optimised Government Customer Service

Sensée launches Surge emergency response service

Work-from-home CX specialist Sensée has launched an emergency response service for organisations needing extra trained personnel at short notice to manage spikes in customer contact.

Partner Article: Calabrio Acquires AI and Bot Analytics Company Wysdom to Revolutionise the Customer Experience

Minneapolis, MN — January 9— Calabrio, today announced their acquisition of Wysdom, the 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. 

Partner Article: From AI theory to practice: Insights from customer service