Company News
Dec 12, 2024
Since launching the first generative AI (genAI)-native conversation intelligence platform in January 2024, Echo AI has revolutionized how contact centers understand their customers—delivering deeper insights faster than ever before. Our robust infrastructure is capable of analyzing millions of customer conversations across multiple dimensions, leveraging multiple LLMs simultaneously with unmatched accuracy and consistency. In just a short time, we’ve partnered with industry-leading brands operating at multi-hundred million and billion-dollar scales, establishing ourselves as pioneers in the first generation of LLM-powered platforms.
That’s why we’re excited to announce that Echo AI has been acquired by Calabrio, the workforce performance company, to further this mission of empowering contact centers with cutting-edge solutions. Together, we’ll enable near-time conversation insights that enhance both customer experiences and operational efficiency.
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Joining Forces with Calabrio
With the global customer experience management (CXM) market projected to grow from $19 billion in 2024 to $43 billion by 2029, genAI technology is poised to drive this growth. One key path for acceleration is using genAI to deeply analyze every customer conversation, transforming them into actionable insights to boost conversions, improve bot and agent interactions, reduce costs, and uncover new business opportunities.
“We’re thrilled to join Calabrio in advancing the adoption and impact of generative AI in the contact center,” said Alex Kvamme, Co-founder and CEO of Echo AI. “Together, we’ll enable businesses to unlock unparalleled levels of customer understanding and service excellence with unmatched depth, speed, and precision.”
In addition, our platform offers fully customizable, automated quality management that will strengthen Calabrio’s offerings in CX intelligence and agent performance coaching, delivering a more comprehensive view of customer interactions while optimizing both human and bot performance.
“Calabrio believes AI is the cornerstone of innovation in the contact center,” said Dave Rhodes, CEO of Calabrio. “The Echo AI acquisition reflects our ongoing investment in solutions that enable automation, improve quality management, and provide precise data to inform decisions.”
Transforming Contact Centers with Enhanced AI Capabilities
The integration of Echo AI’s generative AI-driven conversation intelligence will redefine the contact center industry in two key ways:
Comprehensive Insights Across Channels
By analyzing every customer interaction across all channels, contact centers can quickly uncover context-rich insights. This empowers businesses to identify opportunities, trends, and risks in real time and respond proactively.Agent-Centric Performance Enhancement
Specific, prioritized training and coaching for agents becomes possible thanks to the detailed data derived from agent-customer interactions. With unbiased, automated quality grading, agents are better equipped to improve their performance, positively impacting customer satisfaction.
“Echo AI’s technology aligns perfectly with Calabrio’s vision of an AI-enabled contact center,” Rhodes added. “This acquisition accelerates our ability to seamlessly integrate human and AI-driven intelligence, empowering agents to work more efficiently and deliver exceptional customer experiences.”
A Shared Vision for the Future
In September 2024, Echo AI was recognized as a Gartner Cool Vendor for Customer Service and Support, cementing our reputation for harnessing generative AI to uncover critical insights and enhance customer outcomes.
This acquisition is a strategic step forward for both companies. By fusing Echo AI’s groundbreaking technology into Calabrio’s already airtight roadmap for AI innovation, we’re providing the foundation for contact center leaders, operators, and agents to fully embrace the AI-augmented era. Together, we’ll deliver solutions that proactively identify trends, resolve issues, and elevate customer experiences to new heights.
As of this week, the Echo AI team is hitting the ground running on deploying our technology across the Calabrio ecosystem. If you are a customer of ours and have any questions about how this may impact you, reach out to us at lauren@echoai.com.
