CallMiner Acquires VOCALLS to Enhance CX with Voice and Text AI Automation

CallMiner, a leading provider of AI-powered conversation intelligence aimed at improving customer experience (CX), has made significant strides in its mission by acquiring VOCALLS, a prominent voice-first conversational AI and automation platform. This strategic move, announced in a recent press release, integrates VOCALLS' powerful voice, chat, social messaging, and email AI virtual agents and task automation technology into CallMiner's existing suite of conversation intelligence tools. The combination of these two platforms is set to revolutionize contact center efficiency and CX scalability, empowering organizations to adopt more robust automation strategies. The acquisition is particularly timely given the growing complexity and expense of multichannel service journeys, as highlighted by Gartner. These challenges often lead to disjointed customer experiences and decreased customer retention. Service and support leaders are increasingly turning to advancements in voice-enabled conversational AI to simplify and enhance the service experience, aligning closely with CallMiner and VOCALLS' shared vision. One of the primary goals of the acquisition is to increase automation and improve customer outcomes. By analyzing contact center conversations, CallMiner's advanced analytics can identify the types of issues that are best suited for automatic resolution. This analytics-driven approach allows organizations to create a continual feedback loop, ensuring that virtual agents perform more effectively and that automation processes are constantly optimized. VOCALLS' technology, which supports both inbound and outbound use cases, complements this effort by providing sophisticated capabilities for handling a high volume of customer interactions across various channels, including financial services, banking, logistics, e-commerce, telecommunications, and utilities. Another critical aspect of the integration is the enhancement of real-time agent guidance and Robotic Process Automation (RPA). Virtual agents powered by VOCALLS can provide valuable context to human agents during interactions, making the conversations more efficient and productive. RPA capabilities further extend this benefit by automating tasks based on events within interactions, reducing manual workload and accelerating resolution times. This dual approach not only improves the customer experience but also boosts operational efficiency and reduces costs. Additionally, the merged platform will facilitate expanded customer feedback efforts. Automated interactions increase an organization's capacity to gather and act on customer feedback, allowing them to capitalize on more engagement opportunities. This is crucial for maintaining customer satisfaction and loyalty, especially in today's fast-paced market where customer expectations are continually evolving. Both CEOs expressed enthusiasm about the partnership. Jeff Gallino, CEO and founder of CallMiner, noted that while customer engagement methods have shifted, voice remains the preferred and most natural channel for resolving issues. He emphasized that the acquisition will build upon CallMiner's mission to transform the way businesses gain insights and handle customer interactions, ensuring they can meet customers on their preferred channels. Artem Markevich, CEO and founder of VOCALLS, echoed this sentiment, highlighting the innovative potential of the combined technologies and the seamless automation they will offer to modern enterprises. To showcase the integration's potential, CallMiner customers and partners will get a preview of the joint solution at LISTEN UK, CallMiner's annual international user conference. The companies will also be present at the upcoming Customer Contact Week (CCW) conference in Las Vegas, scheduled for June 9-12, 2025, where attendees can visit CallMiner at booth #526 to learn more about the new offerings. Industry insiders are optimistic about the impact of this acquisition. They believe that the combination of CallMiner's deep analytical capabilities and VOCALLS' robust automation technology will set a new standard for CX in the highly competitive contact center market. The ability to provide end-to-end automation and insightful analytics is expected to significantly enhance the customer service landscape, driving higher customer satisfaction and operational efficiency. CallMiner, headquartered in Waltham, Massachusetts, is a global leader in AI-powered conversation intelligence. The company offers a comprehensive platform to analyze omnichannel customer interactions, leveraging advanced AI and machine learning to elevate insights from the contact center to the boardroom. Trusted by leading organizations across various industries, CallMiner aims to drive business improvement, growth, and transformative change effectively. For more information, visit CallMiner.com, read the CallMiner blog, or follow them on LinkedIn, X, and Facebook.