Calabrio has announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centres with the latest innovative solutions through near-time conversation insights that enhance customer experiences and operational efficiency.
With the global customer experience management (CXM) market projected to grow from $19 billion in 2024 to $43 billion by 2029, Echo AI’s technology will provide automated quality management with 100% customisation and bolster Calabrio’s offerings in customer experience (CX) intelligence and agent performance coaching, providing a deeper view into customer interactions and optimising human and bot performance.
Echo AI’s technology analyses every customer conversation across multiple channels, including calls, tickets, surveys and reviews, turning them into opportunities to increase conversions, improve bot and agent interactions, reduce costs, and reveal new business opportunities. By deploying a unique pipeline of large language models (LLMs), the technology analyses millions of data points and delivers insights that drive customer retention, operational efficiency and growth.
“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.
Enhanced AI Capabilities for Calabrio’s Suite
This integration, incorporating generative AI-driven conversation intelligence, will significantly impact the contact centre industry in two critical ways:
By analysing every customer interaction, across all channels, contact centres can quickly access context-rich insights. The result is the identification of key customer opportunities, trends and risks, and the ability for businesses to rapidly respond to them.
Specific, prioritised training and coaching for agents is possible due to the depth of data gleaned from agent-customer interactions. Agents, better equipped to improve performance with unbiased, automated quality grading, can positively impact customers’ experiences, and ultimately, improve customer satisfaction.
“Echo AI’s technology aligns with Calabrio’s vision of an AI-enabled contact centre,” added Rhodes. “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.”
A shared Vision for the Future
In September of 2024, Echo AI was recognised as a Gartner Cool Vendor for Customer Service and Support and has built a reputation for harnessing generative AI to uncover critical insights and improve customer outcomes.
“We are thrilled to join Calabrio to advance and accelerate the adoption and impact of generative AI in the contact centre” said 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.”
The acquisition aligns with Calabrio’s strategic roadmap for AI innovation, focusing on improving customer experience by identifying potential issues and trends early and addressing them proactively. One of the most advanced solutions in the industry, this integration will provide the technological underpinnings enabling contact centre leaders, operators and agents to embrace the AI-augmented era.
