Wysdom Acquired by Calabrio
BOSTON, January 9, 2024 – Bowen is pleased to announce that Wysdom, the leading expert in AI and virtual agent performance solutions, has been acquired by Calabrio, a world leader in workforce management solutions for Call Centers, and portfolio company of Thoma Bravo. Bowen acted as the exclusive M&A advisor to Toronto-based Wysdom.
“Candidly, very few customers like engaging with a brand’s chatbot or voicebot. Does ‘agent please!’ sound familiar? Enterprises believe virtual assistants are underperforming, and know technology is advancing but they do not know how to measure or optimize their VA performance in a cost-effective manner,” said Garrison Macri, Bowen’s Managing Director of CX. “Wysdom’s Co-Founders and development team had great foresight to build an AI-based platform that enables a step change in the monitoring and management of virtual assistants.”
Wysdom’s proprietary technology helps businesses optimize their virtual agents’ performance in real-time. The company’s Operations Center platform uses AI to monitor and measure bot performance on precise topic levels to make automated recommendations. Operations Center generates Bot Automation Scores (measuring resolution, not trap rates), Bot Experience Scores (measuring actual satisfaction vs reported satisfaction), and Cost per Automated Chat ($/AC). Wysdom also provides managed services to help enterprises get up and running and maintain progress as they roll out ever increasing automated experiences.
Bowen’s CX/EX banking practice focuses on next generation and G-AI led solutions that facilitate and advance customer experiences. “Wysdom needed a banker with a deep understanding of where the industry was going and could clearly represent a value proposition based on the future of the industry,” said Ian Collins, CEO and Co-Founder of Wysdom. “Bowen’s track record of selling AI based contact center technology, deep industry knowledge, cross-border expertise, and relationships were key to driving this process to a successful outcome.”
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