Calabrio Announces Strategic Acquisition of Echo AI

Calabrio has announced that it has acquired Echo AI, a generative AI-powered conversation intelligence platform.

This acquisition expands Calabrio’s capabilities in customer experience and operational efficiency, particularly within contact centres.

Dave Rhodes, CEO of Calabrio, said, “The Echo AI acquisition reflects our ongoing investment in solutions that enable automation, improve quality management and provide precise data to inform decisions.”

Echo AI’s technology analyses customer interactions across various channels, providing actionable insights that improve agent performance, customer satisfaction, and overall operational efficiency.

By leveraging large language models, it delivers real-time analysis to help businesses identify trends, opportunities, and risks, enhancing both human and bot interactions.

The move aligns with Calabrio’s AI innovation strategy, helping contact centres proactively address issues and embrace AI-driven advancements. Echo AI was recognized as a Gartner Cool Vendor in 2024 for its contributions to customer service and support.

Alex Kvamme, Co-founder and CEO of Echo AI, said, “We are thrilled to join Calabrio to advance and accelerate the adoption and impact of generative AI in the contact centre. Together, we’ll help businesses unlock new levels of customer understanding and service excellence with unmatched depth, speed and precision.”

For more information about Calabrio - visit the Calabrio Website

About Calabrio

The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering contact centres as a brand guardian. Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite.

Find out more about Calabrio

Author: Hannah Swankie
Reviewed by: Jo Robinson