Calabrio has announced that it has acquired Gen AI-native conversation intelligence platform Echo AI, strengthening its AI portfolio.
Workforce performance specialist Calabrio has outlined that the acquisition marks the next strategic step in delivering innovative solutions for contact centres. The company says it’s focusing on leveraging near-time conversation insights to enhance customer experiences and boost operational efficiency, reaffirming its commitment to empowering contact centres with cutting-edge tools for improved performance.
“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. Echo AI’s technology aligns with Calabrio’s vision of an AI-enabled contact centre.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.”
Calabrio highlights that Echo AI was named a Gartner Cool Vendor for Customer Service and Support in 2024, gaining recognition for its expertise in using generative AI to uncover critical insights and enhance customer outcomes.
The company emphasises that the acquisition aligns with its strategic roadmap for AI innovation, which emphasises improving customer experiences by proactively identifying and addressing potential issues and trends.
This integration introduces what Calabrio describes as one of the industry’s most advanced solutions. It equips contact centre leaders, operators, and agents with tools to thrive in the AI-augmented era. By leveraging this technology, Calabrio aspires to redefine customer service with early intervention and trend analysis powered by AI.
“We are thrilled to join Calabrio to advance and accelerate the adoption and impact of generative AI in the contact centre,” added Alex Kvamme, Co-founder 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.”
More Information On The Acquisition
Calabrio suggests that Echo AI’s technology enhances its CX intelligence and agent performance coaching with fully customisable automated quality management. This advancement is pitched to enable a deeper understanding of customer interactions while optimising both human and bot performance.
The technology analyses customer conversations across various channels, including calls, tickets, surveys, and reviews, turning them into actionable opportunities. Calabrio says these encompass increasing conversions, improving interactions, reducing costs, and uncovering new business prospects.
By utilising a proprietary pipeline of LLMs, Echo AI processes millions of data points to deliver insights that foster customer retention, enhance operational efficiency, and drive business growth.
