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Calabrio continues to accelerate AI innovation with acquisition of Echo AI
C alabrio , a workforce performance company , 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 .
With the global customer experience management ( CXM ) market projected to grow from US $ 19 billion in 2024 to US $ 43 billion by 2029 , Echo AI ’ s technology will provide automated quality management with 100 % customisation and bolster Calabrio ’ s offerings in customer experience ( CX ) intelligence and agent performance coaching , providing a deeper view into customer interactions and optimising human and bot performance .
Echo AI ’ s technology analyses every customer conversation across multiple channels , including calls , tickets , surveys and reviews , turning them into opportunities to increase conversions , improve bot and agent interactions , reduce costs and reveal new business opportunities . By deploying a unique pipeline of large language models ( LLMs ), the technology analyses millions of data points and delivers insights that drive customer retention , operational efficiency and growth .
“ Calabrio believes AI is the cornerstone of innovation in the contact centre ,” said Dave Rhodes , CEO of Calabrio . “ The Echo AI acquisition reflects our ongoing investment in solutions that enable automation , improve quality management and provide precise data to inform decisions .”
Enhanced AI capabilities for Calabrio ’ s suite
This integration , incorporating Generative AI-driven conversation intelligence , will significantly impact the contact centre industry in two critical ways :
• By analysing every customer interaction , across all channels , contact centres can quickly access context-rich insights . The result is the identification of key customer opportunities , trends and risks and the ability for businesses to rapidly respond to them .
• Specific , prioritised training and coaching for agents is possible due to the depth of data gleaned from agent-customer interactions . Agents , better equipped to improve performance with unbiased , automated quality grading , can positively impact customers ’ experiences and ultimately , improve customer satisfaction .
“ Echo AI ’ s technology aligns with Calabrio ’ s vision of an AI-enabled contact centre ,” added Rhodes . “ 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 .”
A shared vision for the future
In September of 2024 , Echo AI was recognised as a Gartner Cool Vendor for Customer Service and Support and has built a reputation for harnessing Generative AI to uncover critical insights and improve customer outcomes .
“ We are thrilled to join Calabrio to advance and accelerate the adoption and impact of Generative AI in the contact centre ” said Alex Kvamme , Cofounder and CEO of Echo AI . “ Together , we ’ ll help businesses unlock new levels of customer understanding and service excellence with unmatched depth , speed and precision .”
The acquisition aligns with Calabrio ’ s strategic roadmap for AI innovation , focusing on improving customer experience by identifying potential issues and trends early and addressing them proactively . One of the most advanced solutions in the industry , this integration will provide the technological underpinnings enabling contact centre leaders , operators and agents to embrace the AI-augmented era . �
52 Intelligent SME . tech