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Calabrio acquires Echo AI to accelerate AI innovation in contact centers

Dec 11, 2024•about 1 year ago

Acquiring Company

Calabrio

Acquired Company

Echo AI

MinneapolisNatural Language ProcessingMachine LearningArtificial IntelligenceSoftwareAnalytics

Description

Calabrio, the workforce performance company, has announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. This strategic acquisition aims to enhance customer experiences and operational efficiency in contact centers by providing near-time conversation insights and automated quality management with 100% customization.

Company Information

Company

Calabrio

Location

Minneapolis, Minnesota, United States

About

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian.​ We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.​ Only Calabrio ONE unites workforce optimization (WFO), agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.

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M&A Insights

Based on deal data
Integration timeline
70% of M&A integrations take 12-24 months to complete
Tech stack consolidation
83% of merged companies consolidate technology vendors within first year
Post-acquisition investment
Companies increase IT spending by 23% on average after acquisitions
Success factor
M&A deals with strong technology integration plans are 2.5x more likely to succeed