Calabrio has introduced the Omni Agent Intelligence feature within its Calabrio ONE platform, designed for a blended workforce of human and AI agents. This AI-driven solution offers a vendor-agnostic view of quality performance, integrating with various CCaaS, CRM, and ITSM platforms. As organizations increasingly rely on AI alongside human agents, traditional fragmented quality assessments hinder understanding of the customer journey. Omni Agent Intelligence bridges this gap by applying a standardized quality framework that evaluates performance across multiple systems, allowing businesses to identify issues early and enhance customer experiences. Benefits include day-one visibility of agent performance metrics, streamlined handoffs, and maximized ROI through effective automation insights. By enabling clearer, data-driven decision-making, organizations can mitigate operational risks while ensuring quality management evolves with technological advancements. With Omni Agent Intelligence, Calabrio empowers leaders to optimize service and enhance customer satisfaction in a rapidly changing landscape.
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