Calabrio Launches Omni Agent Intelligence to Unify Quality and Performance

Calabrio, a leading provider of workforce and conversation intelligence solutions, has announced the launch of Calabrio Omni Agent Intelligence, a new capability now generally available to Calabrio ONE customers. Purpose-built for modern, hybrid contact centers, the solution delivers a centralized, vendor-agnostic view of quality and performance across both human agents and AI-powered agents—regardless of how an organization’s technology stack evolves.

Embedded directly within the Calabrio ONE platform, Omni Agent Intelligence supports all major contact center as a service (CCaaS), customer relationship management (CRM), information technology service management (ITSM), and AI agent platforms. By removing platform silos, Calabrio enables organizations to measure and govern agent performance consistently across the entire customer experience.

With the growing reliance of customer service processes on a combination of human agents, AI agents, and automatic processes enabled by AI assistants, the quality of service in many organizations today is measured separately within each system. This creates a system where the entire process and the efficiency of automated processes powered by AI are not well understood.

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Omni Agent Intelligence solves this problem by employing a harmonious quality layer based on AI to integrate data from CCaaS, CRM, ITSM, as well as AI agents. This facilitates standardization of interaction data into a centralized view, enabling quality management, customer experience, and automation executives to gain end-to-end visibility into how human as well as AI agents are contributing to deliver outcomes.

“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.”

Governing Quality Across Platforms, Not Just Within Them

Unlike analytics tools limited to individual vendor ecosystems, Omni Agent Intelligence is designed to govern quality and performance across diverse technology environments. The solution applies a shared quality framework across AI and human agents, while still allowing evaluation criteria to be adjusted based on agent type. This approach enables organizations to score, compare, and improve performance consistently across channels, platforms, and automation models.

By correlating AI agent actions with human agent workload, sentiment, handle times, and business outcomes, teams can quickly identify issues such as ineffective automation or poor handoffs. This early visibility strengthens AI accountability, improves customer experiences, and drives operational efficiency.

A Single Source of Truth as Tech Stacks Continue to Change

As enterprises adopt AI agents from multiple vendors and operate across several CCaaS environments, technology stacks are continually evolving. Omni Agent Intelligence is built to adapt alongside these changes, ensuring performance and quality measurements remain consistent even as platforms are added, replaced, or updated.

Delivered as part of Calabrio ONE, Omni Agent Intelligence transforms quality management into a centralized control tower for modern service operations. It replaces complex, fragile custom business intelligence initiatives with a scalable, productized governance intelligence layer owned directly by QM and CX teams.

Key Strategic Benefits Include:

• Day-one visibility out of the box: Instantly view human and AI agents together, including trending topics, sentiment, QM scores, and average handle time (AHT), without relying on custom reporting or BI projects.
• Improved customer experiences: Identify and resolve quality gaps across AI and human agents, improve handoffs, reduce escalations, and increase customer satisfaction.
• Maximized ROI from AI investments: Measure the impact of AI agents on workload distribution, customer sentiment, and handling times to optimize automation strategies and staffing decisions.
• Faster, more confident decision-making: Apply a unified quality framework across agent types to enable consistent performance comparisons and eliminate discrepancies from vendor-specific reports.
• Reduced operational and compliance risk: Leverage a unified Auto QM engine to scale evaluations, detect underperforming AI agents early, and prevent quality or compliance issues from affecting large customer segments.
• Future-ready flexibility: Maintain consistent quality measurement as CCaaS, CRM, ITSM, and AI agent platforms evolve—without redesigning quality programs or losing historical continuity.