Calabrio has launched Omni Agent Intelligence, a new quality and performance capability within its Calabrio ONE workforce and conversation intelligence suite that offers organizations a unified, vendor-agnostic view of quality across both human and AI agents – regardless of how their technology stack evolves. Historically, the performance of human resources and AI within contact centers was compared within silos, making it very challenging to have complete insight into the quality of the customer experience as well as the effectiveness of the impact of automation on the experience. Omni Agent Intelligence transforms this by normalizing interaction and performance data from CCaaS, CRM, ITSM, and AI agent platforms within a governance layer, allowing the CX, quality, and automation leaders to have the ability to score, compare, and improve performance.
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This means that it relates human-related workloads with AI-related workloads in terms of metrics such as sentiment scores, handle times, and quality scores in order to identify problems associated with handoffs. Delivered within Calabrio ONE and immediately available to customers, this innovation aims to replace bespoke BI projects with a standardized quality framework that scales as organizations adopt new platforms and expand AI usage.