Calabrio has snapped up Wysdom, a provider of contact center virtual agents.
The move adds to the workforce engagement management (WEM) frontrunner’s AI and machine learning capabilities.
Moreover, Calabrio disclosed that the move primarily aims to maximize its customers’ agent engagement rate, productivity, and return on investment (ROI).
The vendor may secure those outcomes by supporting Wysdom to further its efforts in developing software and services that enhance virtual agent performance.
Altogether, the conversational AI outfit has 75+ bot industry professionals supporting customers as they build their post-bot deployment strategy, working closely with operations teams as they monitor, tweak, and improve their offerings.
Yet, Calabrio may also aim to leverage their expertise to further the capabilities of Grant, its virtual agent that assists contact center agents in performing various scheduling tasks.
Such tasks include managing their shift preferences, requesting shift swaps, and claiming holidays.
With this knowledge, Calabrio automates scheduling and shift management activities for resource planners – and has developed a robust reputation for doing so since its 2019 acquisition of Teleopti.
Now, Kevin Jones, CEO of Calabrio, hinted that the acquisition will bolster the business’s workforce management (WFM) offering further. He stated:
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.
"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."
However, before Calabrio augments Grant with new capabilities, it may provide an immediate value-add in boosting its conversational intelligence software.
In doing so, the vendor will make it easier for customers to present various conversational metrics within a single pane of glass.
