Calabrio offers Omni Agent Intelligence to centralize quality and performance across human and AI agents

Calabrio, the workforce and conversation intelligence company, is launching Calabrio Omni Agent Intelligence, now available for Calabrio ONE customers—providing a single, vendor-agnostic view of quality performance across human and AI agents.

According to Calabrio, the solution supports all contact center as a service (CCaaS), customer relationship management (CRM), information technology service management (ITSM), and AI agent platforms.

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.”

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, the company said.

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

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
• Improved customer experiences
• Maximize ROI
• Quicker, clearer decisions
• Minimize operational and compliance risks
• Future-proof flexibility

Calabrio Omni Agent Intelligence is available now to Calabrio ONE customers.

For more information about this news, visit www.calabrio.com.