Calabrio, moment blazoned their accession of Wysdom, the leading experts in AI( Artificial Intelligence) and virtual agent performance results. This accession will accelerate Calabrio’s strategy to help guests influence AI and ML( Machine literacy) to maximize agent engagement, productivity, and ROI( Return on Investment). Wysdom, grounded out of Toronto, Canada, was innovated in 2012 and has been a colonist in developing software and services to help guests optimize the performance of their virtual agents.
We’re agitated to bring Wysdom and Calabrio together to help our guests use AI to drive optimal allocation of coffers across both mortal and virtual agents, ” said Kevin Jones, CEO of Calabrio. “ By unleashing core perceptivity across all relations at scale, Wysdom’s important AI/ML-fueled analytics will ensure that our guests are suitable to work all of the precious data in their omnichannel contact center. ” Wysdom’s personal technology facilitates the fine-tuning of virtual agent( i.e., converse and voice bot) relations in real time.
This technology is an instant value- add to Calabrio’s being suite of analytics tools. Both platforms are erected for a decreasingly omnichannel world and will allow Calabrio to present client relations, along with a comprehensive range of conversational criteria, through a single pane of glass. This single-pane approach will allow guests to fluently cover and ameliorate the performance and resource allocation of all client service agents, whether mortal or virtual. Calabrio guests will now be able to sort each relation — anyhow of channel type — into thematic orders. In addition, guests will now be able to automatically determine areas for implicit enhancement, including coaching and training. This enhanced logical horsepower will take Calabrio’s formerly robust quality operation and hand engagement tools to the coming position.
The result is the ultimate pool performance result for the ultramodern, omnichannel client contact center. ” At Wysdom we’ve spent times single-mindedly concentrated on perfecting the efficacity of the AI-enhanced chatbot, believing the ultramodern contact center to be a space ripe for transformational change,” said Ian Collins, Wysdom Author & CEO.” All along we have viewed Calabrio as a suchlike- inclined inventor, so we are thrilled to join them in this pivotal charge.” The accession speaks to Calabrio’s long-term,multi-front sweats to make the world’s stylish software to optimize how businesses delight their guests. In addition, it’ll accelerate guests ’ capability to harness the vast amounts of data generated by each client’s commerce across multiple channels. As part of that process, Calabrio will produce an amicable, engaging experience for both guests and agents.
About Wisdom
Wysdom is an expert in bot management software and solutions. Our 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 center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
