Calabrio has acquired Echo AI, a generative AI-native conversation intelligence platform, boosting its capabilities in customer experience (CX) intelligence, agent performance coaching, and operational efficiency through near-real-time conversation insights.
With the global customer experience management (CXM) market projected to grow from $19 billion in 2024 to $43 billion by 2029, Echo AI’s technology is poised to play a pivotal role in transforming the industry. Its advanced features include automated quality management with full customization and the ability to analyse customer interactions across calls, tickets, surveys, and reviews.
These insights help businesses uncover opportunities to increase conversions, refine bot and agent performance, cut costs, and reveal untapped growth avenues.
“Calabrio believes AI is the cornerstone of innovation in the contact center. The Echo AI acquisition reflects our ongoing investment in solutions that enable automation, improve quality management and provide precise data to inform decisions,” said Dave Rhodes, CEO of Calabrio.
Echo AI employs large language models (LLMs) to analyse vast interaction data, turning millions of data points into actionable insights. This technology allows contact centres to quickly and accurately identify trends, risks, and customer opportunities.
Integrating Echo AI’s generative AI-driven conversation intelligence will benefit contact centres by providing a comprehensive view of customer interactions, helping businesses identify trends and respond to risks or opportunities faster.
Furthermore, it will improve agent performance with automated quality assessments that enable targeted coaching and training, helping agents deliver superior customer experiences and increase satisfaction.