On January 9, 2024, Calabrio has acquired Wysdom, a Toronto-based leader in AI and virtual agent performance solutions, to bolster its capabilities in optimizing agent engagement and ROI through AI and ML technologies. Founded in 2012, Wysdom is renowned for its software that fine-tunes virtual agent interactions in real-time, complementing Calabrio’s suite of analytics tools.

The acquisition aims to integrate Wysdom’s advanced AI/ML analytics into Calabrio’s platform, enabling customers to better monitor and improve both human and virtual customer service agents across all channels. This will allow Calabrio’s clients to categorize interactions, identify improvement areas, and enhance resource allocation, creating a comprehensive workforce performance solution for modern omnichannel contact centers.

McMillan LLP served as legal advisors to Calabrio, while Bennett Jones LLP advised Wysdom. The transaction value was not disclosed.