January 15, 2026
Calabrio Launches Omni Agent Intelligence Inside Calabrio ONE
Calabrio has launched Omni Agent Intelligence, a new quality and performance intelligence capability available now within Calabrio ONE.
The solution provides a single, vendor-agnostic view of quality across both human and AI agents, regardless of which contact centre, CRM, ITSM, or AI agent platforms an organisation uses.
The new capability is designed for organisations running blended service operations, where human agents work alongside AI agents and assistants across multiple systems. Omni Agent Intelligence connects data from CCaaS, CRM, ITSM, and AI agent platforms to standardise how quality and performance are measured across the entire customer journey.
Shared Quality Framework
Calabrio says many organisations still assess quality separately within each platform, limiting visibility into how automation is performing and how AI and human agents interact. Omni Agent Intelligence addresses this by applying a shared quality framework across all agents, while allowing evaluation criteria to be adjusted by agent type.
Delivered as part of Calabrio ONE, Omni Agent Intelligence provides out-of-the-box visibility into key metrics such as quality scores, sentiment, trending interaction topics, average handle time, and outcomes for both human and AI agents. This eliminates the need for custom business intelligence projects to understand performance across platforms.
The solution aims to govern quality across changing technology stacks. As organisations add or replace CCaaS platforms or deploy new AI agents, Omni Agent Intelligence maintains consistent measurement without requiring quality programs to be rebuilt. According to the company, this is a way for quality management and CX teams to retain ownership of performance oversight as service environments evolve.
Omni Agent Intelligence also links AI agent activity with human agent workload and customer outcomes. This allows teams to identify issues such as ineffective automation, poor handoffs between AI and humans, and performance gaps that can lead to escalations or longer handling times.
Finally, the unified approach supports clearer decision-making by allowing organisations to compare performance across channels and technologies using the same evaluation framework. It also enables earlier detection of operational and compliance risks by scaling automated quality evaluations across both human and AI agents.
Previously, Calabrio introduced the Performance Management solution to track agent performance across contact centre platforms.
