Workforce and conversation intelligence company, Calabrio, is announcing the Calabrio Omni Agent Intelligence solution.
Agentic AI-driven intelligence comes to Calabrio ONE experience
This solution is a new omni-agent quality and AI intelligence feature integrated into Calabrio ONE. It provides a single, vendor-agnostic view of quality performance across human and AI agents.
Omni Agent Intelligence provides a unified AI layer to connect and support any contact center-as-a-service (CCaaS), customer relationship management (CRM), IT service management (ITSM), and AI agent platform.
“With customer service now relying on a mix of people, AI agents and automation, it’s clear we can’t keep treating these parts separately,” said Dave Rhodes, CEO of Calabrio.
“Omni Agent Intelligence lets leaders finally see the whole picture – how their teams and technology work together, so they can raise the bar on quality, truly measure how AI is performing, and base decisions on real insight instead of guesswork. This is about moving forward with purpose as AI takes its place at the heart of service,” Rhodes continued.
Governance and function across platforms through one view
Omni Agent Intelligence governs performance across many technology stacks and applies a shared quality framework to AI and human agents.
It’s designed to let criteria be tailored by agent type, enabling organizations to score, compare, and improve performance consistently across channels and technologies.
The feature also connects AI-agent actions with human workload, sentiment, handle times, and outcomes.
This enables teams to identify issues such as poor handoffs and automation problems early, thereby improving AI accountability, customer experience, and operational efficiency.
Omni Agent Intelligence is delivered within Calabrio ONE, elevating quality management to a control tower for modern service operations, replacing fragile, custom business intelligence projects with a productized, governance-intelligence layer owned by QM and CX teams.
The benefits of Omni Agent Intelligence include:
- Improved customer experience: The feature addresses quality issues across AI and human agents, streamlines handoffs, and enhances interactions, reducing escalations and increasing satisfaction.
- Maximize ROI: Evaluates the impact of AI agents on key outcomes such as workload, customer sentiment, and handling times to optimize investments, identify effective automation opportunities, and allocate staff effectively.
- Quicker, clearer decisions: It implements a unified quality framework for AI and human agents, enabling teams to consistently evaluate and compare performance across diverse channels and technologies. This minimizes discrepancies in vendor-specific reports.
- Minimize operational and compliance risks: Omni Agent Intelligence implements a unified Auto QM engine, enabling scalable evaluations and helping to detect issues, including poor AI agent performance and unmet requirements, early, to prevent them from impacting a large customer base.
- Future-proof flexibility: It ensures reliable measurement of quality and performance as organizations evolve by integrating or replacing CCaaS, CRM, ITSM, and AI agent platforms, without requiring restructured quality programs or compromising continuity.
As more organizations adopt AI and agents, expanding solutions to improve and maintain these AI agents is an important channel initiative. Read more about why Exabeam recently introduced a connected system of AI-driven security workflows to protect organizations from rogue AI agent activity.