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News : Calabrio Enhances Workforce Performance Platform with Acquisition of AI virtual Agent Platform Wysdom

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#contactcenterworld, @Calabrio

Minneapolis-based workforce performance developer 
Calabrio has acquired Toronto-based Artificial Intelligence (AI) virtual agent solution Wysdom. This acquisition will enhance Calabrio’s customer service strategy to use AI and ML (Machine Learning) to maximize agent engagement, productivity, and ROI (Return on Investment). Founded in 2012, Wysdom has led the charge in developing software and services to help customers optimize 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-fueled analytics will ensure that our customers are able to leverage all of the valuable data in their omnichannel contact center."

Wysdom’s proprietary technology helps contact centers fine-tune virtual agent (i.e., chat and voice bot) interactions in real time, improving Calabrio’s existing suite of analytics tools. These two platforms are designed for the omnichannel world, now allowing Calabrio to present customer interactions and an extensive variety of conversational metrics in a single platform. This approach will allow customers to review, analyze, and improve the performance and administration of both human and virtual customer service agents.

With this acquisition, Calabrio customers will be able to sort their interactions—regardless of channel type—into thematic categories. Additionally, these customers will now be able to use this technology to automatically detect and designate areas for improvement, including coaching and training. This streamlined analytical technology drastically enhances Calabrio's existing quality management and employee engagement tools, resulting in a workforce performance solution for current, omnichannel customer contact centers.

"At Wysdom we have spent years single-mindedly focused on improving the efficacy of the AI-enhanced chatbot, believing the modern contact center 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."

This acquisition is a single part of Calabrio’s long-term, multi-front plan to build a globally acclaimed software that optimizes business customer service functions. In addition, it will enhance how customers’ use the data they gather from customer interactions across multiple channels. All with the goal of creating an easy, enhanced experience for Calabrio customers and agents.

#contactcenterworld, @Calabrio


About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE 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 WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Why Can’t You Take My Call?

Read today's tip or listen to it on podcast.

Published: Tuesday, January 9, 2024

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2024 Buyers Guide Help Desk Software

 
1.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

2.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

4.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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