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

Published on 10 January 2024

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. 

“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,” said Kevin Jones, CEO of Calabrio. “By unlocking core insights across all interactions at scale, Wysdom’s powerful AI/ML-fuelled analytics will ensure that our customers are able to leverage all of the valuable data in their omnichannel contact centre.” 

Wysdom’s proprietary technology facilitates the fine-tuning of virtual agent (i.e., chat and voice bot) interactions in real time. This technology is an instant value-add to Calabrio’s existing suite of analytics tools. Both platforms are built for an increasingly omnichannel world and will allow Calabrio to present customer interactions, along with a comprehensive range of conversational metrics, through a single pane of glass. 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. 

Calabrio customers will now be able to sort all interactions – regardless of channel type – into thematic categories. In addition, customers will now be able to automatically determine areas for potential improvement, including coaching and training. This enhanced analytical firepower will take Calabrio's already robust quality management and employee engagement tools to the next level. The result is the ultimate workforce performance solution for the modern, omnichannel customer contact centre. 

"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," said Ian Collins, Wysdom Founder & CEO. "All along we've viewed Calabrio as a like-minded innovator, so we're thrilled to join them in this crucial mission." 

The acquisition speaks to Calabrio’s long-term, multi-front efforts to build the world’s best software to optimise how businesses delight their customers. In addition, it will accelerate customers’ ability to harness the vast quantities of data generated by each customer interaction across multiple channels. And as part of that process, Calabrio will create a frictionless, engaging experience for both customers and agents. 

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About Wysdom 

Wysdom is the expert in bot management software and solutions. Its flagship chatbot analytics software, the Wysdom Operations Center, helps chatbot operators at leading international brands manage and improve the performance of their virtual agents. 

About Calabrio 

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.  

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. 

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Author: Leanne McNamee

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