Calabrio Accelerates AI Innovation with Echo AI Acquisition

Calabrio, a prominent workforce performance company, has acquired Echo AI, a platform specializing in generative AI-based conversation intelligence. This acquisition is part of Calabrio's strategy to enhance customer experience management by integrating Echo AI's capabilities, which include comprehensive analysis of customer interactions across various channels. Echo AI's technology employs large language models to turn these interactions into insightful data, thereby identifying opportunities to optimize agent and bot performance, reduce costs, and enhance customer satisfaction. The global customer experience management market is expected to grow significantly, and this acquisition positions Calabrio to leverage AI innovations to meet the demands of this expanding sector effectively. Notably recognized by Gartner as a Cool Vendor in Customer Service and Support, Echo AI will integrate its advanced AI solutions into Calabrio's platform, further bridging human and AI-driven intelligence in the contact center industry.