This new omni-agent quality and AI intelligence feature is integrated within Calabrio ONE, providing a single, vendor-agnostic view of quality performance across human and AI agents.
Calabrio, the workforce and conversation intelligence company, has announced the Calabrio Omni Agent Intelligence, already in the market and available for Calabrio ONE customers.
This new omni-agent quality and AI intelligence feature is integrated within Calabrio ONE, providing a single, vendor-agnostic view of quality performance across human and AI agents. The solution supports all contact centre as a service (CCaaS), customer relationship management (CRM), information technology service management (ITSM) and AI agent platforms.
Today, customer service relies on a blended workforce of human and AI agents, supported by AI assistants, operating across multiple systems.
However, many organisations continue to assess quality and performance separately for each platform. This fragmented approach gives leaders only a limited understanding of the entire customer journey and restricts their insight into how well automation is functioning.
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Omni Agent Intelligence provides a unified AI quality layer connecting any CCaaS, CRM, ITSM and AI agent platform. Calabrio standardises 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.”
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Govern Quality Across Platforms, Not Just Within One
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 organisations to score, compare and improve performance consistently across channels and technologies.
Omni Agent Intelligence connects AI-agent actions with human workload, sentiment, handle times and outcomes, enabling teams to spot issues like poor handoffs and automation problems early. This leads to greater AI accountability, improved customer experience and more efficient operations.
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One View as the Tech Stack Evolves
As organisations adopt AI agents from various sources across multiple CCaaS platforms, technology stacks shift frequently. Omni Agent Intelligence adapts to these changes, ensuring consistent measurement of quality and performance regardless of platform updates.
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: Instantly view human agents and AI agents together, along with trending topics, sentiment, QM scores and AHT, without needing custom reports or business intelligence projects.
- Improved Customer Experiences: Address quality issues across AI and human agents, streamline handoffs and enhance interactions to reduce escalations and increase satisfaction.
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- Maximise ROI: Evaluate the impact of AI agents on key outcomes such as workload, customer sentiment and handling times to optimise investments, identify effective automation areas and allocate staff effectively.
- Quicker, clearer decisions: Implement a unified quality framework for AI and human agents, enabling teams to consistently evaluate and compare performance across diverse channels and technologies, minimising discrepancies found in vendor-specific reports.
- Minimise Operational and Compliance Risks: Implementing a unified Auto QM engine enables scalable evaluations and helps detect issues, such as poor AI agent performance and unmet requirements, early, preventing them from impacting a large customer base.
- Future-Proof Flexibility: Ensure reliable measurement of quality and performance as organisations evolve by integrating or replacing CCaaS, CRM, ITSM and AI agent platforms, without the need to restructure quality programs or compromising continuity.
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