Calabrio has launched Omni Agent Intelligence, a vendor-agnostic quality and performance intelligence layer integrated within Calabrio ONE. This new capability provides a unified view of quality across human agents, AI agents, and automation tools, regardless of the underlying CCaaS, CRM, ITSM, or AI agent platforms in use.
Modern contact centers increasingly rely on hybrid teams of human agents, AI agents, and supporting automation, yet quality evaluation often remains siloed by platform. This limits visibility into the full customer journey, hinders accurate measurement of AI effectiveness, and complicates consistent governance. Omni Agent Intelligence addresses these challenges by acting as a centralized control tower for quality management, CX, and automation leaders.
The solution applies a common quality framework to both human and AI agents while allowing customization based on agent type or channel. It correlates AI-agent actions with human workloads, customer sentiment, handle times, and business outcomes, helping teams identify and resolve friction points such as ineffective handoffs or underperforming automation early.
Omni Agent Intelligence replaces brittle, custom-built BI projects with a productized, scalable intelligence layer owned by QM and CX teams. It delivers immediate, actionable insights into how technology investments affect key metrics and enables data-driven optimization of AI deployment, staffing allocation, and overall service delivery.
“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.”
Key benefits include improved customer satisfaction through faster issue resolution, maximized ROI on AI initiatives by quantifying impact on workload and sentiment, quicker decision-making via consistent evaluation across technologies, reduced compliance and operational risks through scalable Auto QM, and long-term flexibility as organizations evolve their tech stacks.
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.
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