Calabrio has acquired Wysdom, enhancing its AI capabilities to optimize customer interactions and performance in the contact center space.

Information on the Target

Calabrio, headquartered in Minneapolis, MN, announced its acquisition of Wysdom, a leading player in the development of AI and virtual agent performance solutions. Founded in 2012 and based in Toronto, Canada, Wysdom has established itself as a pioneer in providing software and services focused on optimizing virtual agent performance. This strategic acquisition is designed to enhance Calabrio's offerings by integrating advanced AI and machine learning capabilities, enabling customers to enhance agent engagement, productivity, and return on investment.

Wysdom's innovative technology facilitates real-time fine-tuning of interactions with virtual agents, such as chatbots and voice bots. With this integration, Calabrio aims to offer a comprehensive suite of analytics tools, enabling businesses to monitor customer interactions across multiple channels through a unified platform. This will empower organizations to improve the performance and resource allocation of both human and virtual agents, thereby enhancing the overall customer experience.

Industry Overview in Canada

The AI and machine learning industry in Canada has seen significant growth in recent years, with businesses increasingly prioritizing digital transformation and automation. The country’s emphasis on innovation has resulted in a proliferation