Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance Across the Human and AI Agents, No Matter How the Stack Changes

A vendor-agnostic intelligence layer within Calabrio ONE for consistent quality governance, already available for customers

MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce and conversation intelligence company, today announced the Calabrio Omni Agent Intelligence, already in the market and available for Calabrio ONE customers. This new omni-agent quality and AI intelligence feature is integrated within Calabrio ONE, providing a single, vendor-agnostic view of quality performance across human and AI agents. The solution supports all contact center as a service (CCaaS), customer relationship management (CRM), information technology service management (ITSM) and AI agent platforms.

Today, customer service relies on a blended workforce of human and AI agents, supported by AI assistants, operating across multiple systems. However, many organizations continue to assess quality and performance separately for each platform. This fragmented approach gives leaders only a limited understanding of the entire customer journey and restricts their insight into how well automation is functioning.

Omni Agent Intelligence provides a unified AI quality layer connecting any CCaaS, CRM, ITSM and AI agent platform. Calabrio standardizes interaction data for a single view of all agents' impact on outcomes, supporting QM, CX and automation leaders across the customer experience.

“With customer service now relying on a mix of people, AI agents and automation, it’s clear we can’t keep treating these parts separately,” said Dave Rhodes, CEO of Calabrio. “Omni Agent Intelligence lets leaders finally see the whole picture—how their teams and technology work together, so they can raise the bar on quality, truly measure how AI is performing, and base decisions on real insight instead of guesswork. This is about moving forward with purpose as AI takes its place at the heart of service.”

Govern Quality Across Platforms, Not Just Within One

Unlike platform-specific analytics that focus primarily on what happens inside a single vendor environment, Omni Agent Intelligence is designed to govern performance across many stacks. It applies a shared quality framework to AI and human agents, while allowing criteria to be tailored by agent type. This allows organizations to score, compare and improve performance consistently across channels and technologies.

Omni Agent Intelligence connects AI-agent actions with human workload, sentiment, handle times and outcomes, enabling teams to spot issues like poor handoffs and automation problems early. This leads to greater AI accountability, improved customer experience and more efficient operations.

One View as the Tech Stack Evolves

As organizations adopt AI agents from various sources across multiple CCaaS platforms, technology stacks shift frequently. Omni Agent Intelligence adapts to these changes, ensuring consistent measurement of quality and performance regardless of platform updates.

Delivered within Calabrio ONE, Omni Agent Intelligence elevates quality management into a true control tower for modern service operations, replacing fragile, custom business intelligence projects with a productized, governance intelligence layer owned by QM and CX teams.

Strategic Benefits Include:

Day-one visibility out of the box: Instantly view human agents and AI agents together along with trending topics, sentiment, QM scores and AHT, without needing custom reports or business intelligence projects.
Improved Customer Experiences: Address quality issues across AI and human agents, streamline handoffs and enhance interactions to reduce escalations and increase satisfaction.
Maximize ROI: Evaluate the impact of AI agents on key outcomes such as workload, customer sentiment and handling times to optimize investments, identify effective automation areas and allocate staff effectively.
Quicker, clearer decisions: Implement a unified quality framework for AI and human agents, enabling teams to consistently evaluate and compare performance across diverse channels and technologies, minimizing discrepancies found in vendor-specific reports.
Minimize Operational and Compliance Risks: Implementing a unified Auto QM engine enables scalable evaluations and helps detect issues, such as poor AI agent performance and unmet requirements, early, preventing them from impacting a large customer base.
Future-Proof Flexibility: Ensure reliable measurement of quality and performance as organizations evolve by integrating or replacing CCaaS, CRM, ITSM and AI agent platforms, without the need to restructure quality programs or compromising continuity.

Availability

Calabrio Omni Agent Intelligence is available now to Calabrio ONE customers. For more information or to see it in action visit https://www.calabrio.com/products/calabrio-analytics/omni-agent-intelligence/.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance 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 workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.

Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.

Contacts

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