Calabrio acquires Wysdom to enhance human, virtual agents

MINNESOTA, UNITED STATES — Workforce performance suite provider Calabrio has acquired bot management software and solutions provider Wysdom to enhance the former’s human and virtual agents. 

With Wysdom under its wing, Calabrio will now have the ability to streamline its chat and voice bot interactions in real-time. 

“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, Chief Executive Officer of Calabrio. 

Both platforms utilize the single-pane approach – an information technology tool that allows users to bring together data from several different sources or interfaces. This accelerates incident response, improves visibility and control, and simplifies troubleshooting, among others.

It will allow Calabrio’s customers to monitor and improve the performance of resource allocation of its customer service agents, both human and virtual.

Also, Calabrio’s clients will have the power to sort interactions into thematic categories, allowing for seamless operations. They will now be able to automatically identify potential improvements, including coaching and training. 

“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.

Founder and Chief Executive Officer of investor and asset operator CX Ventures Chris Crosby is not sold on this acquisition by Calabrio. He said that demand is dwindling for intelligent virtual agents (IVAs), and Calabrio needs to reinvent its services with AI at the forefront. 

As an organization, Wysdom has been on the rocks. Crosby noted that the firm “peaked at about 100 employees two years ago, and headcount is down 21% in the last year.”

“These are two companies in decline, now both owned by a PE firm that needs to find market bottom and rebound quickly,” Crosby said.