Calabrio has announced Calabrio Omni Agent Intelligence, now available to Calabrio ONE customers.
The capability is integrated within the Calabrio ONE platform and provides a single, vendor-agnostic view of quality and performance across both human and AI agents.
It supports a wide range of contact centre as a service (CCaaS), customer relationship management (CRM), information technology service management (ITSM), and AI agent platforms.
Customer service teams increasingly rely on a mix of human agents, AI agents, and automation tools operating across multiple systems.
However, quality and performance are often assessed separately by platform, limiting visibility into how well the full service operation is performing and how effectively automation is contributing.
Omni Agent Intelligence provides a unified quality layer across CCaaS, CRM, ITSM, and AI agent platforms.
It standardizes interaction data to create a single view of how both human and AI agents affect customer outcomes, supporting quality management, customer experience, and automation teams.
“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.”
Unlike analytics tools that focus on a single platform, Omni Agent Intelligence is designed to assess performance across multiple systems.
The solution connects AI agent activity with human workload, sentiment, handle times, and outcomes, helping teams identify issues such as poor handoffs or underperforming automation.
As technology stacks change, Omni Agent Intelligence is designed to maintain consistent measurement of quality and performance across platforms.
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: Megan Jones
Published On: 15th Jan 2026
Read more about - Latest News, Calabrio
