CallMiner Acquires VOCALLS to Boost Voice and Text AI Automation in Contact Centers

CallMiner, a leading provider of AI-powered conversation intelligence to enhance customer experience (CX), has acquired VOCALLS, a prominent voice-first conversational AI and automation platform. This significant move, announced from Waltham, Massachusetts, aims to integrate VOCALLS’ advanced voice, chat, social messaging, and email AI virtual agents with CallMiner’s existing conversation intelligence capabilities. The acquisition promises to streamline contact center operations and improve CX scalability, enabling organizations to adopt automation more effectively. According to Gartner, multichannel service journeys are becoming increasingly intricate and costly, often leading to fragmented customer experiences and lower retention rates. Service and support leaders are therefore focusing on leveraging voice-enabled conversational AI to simplify these experiences. The merger positions CallMiner as a frontrunner in both the contact center and CX sectors by offering a robust, end-to-end platform that can meet customers on their preferred channels, analyze interactions, and automate tasks efficiently. Key Developments and Insights Increased Automation and Improved Outcomes By integrating VOCALLS’ AI-driven virtual agents, CallMiner can now offer more extensive automation options for customer interactions. This includes identifying the best issues for automatic resolution and continuously improving virtual agent performance through advanced analytics. Organizations will benefit from a data-driven approach to enhancing CX, ensuring that automation enhances rather than detracts from customer satisfaction. Enhanced Real-Time Agent Guidance and RPA One of the standout features of this acquisition is the ability to provide real-time context to human agents during interactions with virtual agents. This context helps agents manage conversations more effectively and efficiently. Moreover, Robotic Process Automation (RPA) will use insights gleaned from these interactions to automate tasks, further speeding up resolution times and improving operational efficiency. Expanded Customer Feedback Efforts Automating both inbound and outbound interactions allows organizations to handle a larger volume of customer feedback and engagement opportunities. This expanded capability means businesses can act on more customer data, leading to better-informed decisions and improvements across various customer service channels, including voice, chat, and email. Strategic Vision and Immediate Impact Jeff Gallino, CEO and founder of CallMiner, emphasized the importance of voice in customer interactions, noting that it remains the most natural and high-volume communication channel. He highlighted CallMiner's mission to transform how businesses analyze and resolve customer issues by leveraging efficient and effective conversational AI. Gallino is confident that the combined forces of CallMiner and VOCALLS will push the boundaries of conversation intelligence and automation, ultimately delivering superior CX. Artem Markevich, CEO and founder of VOCALLS, shared his enthusiasm for the acquisition, stating that the combination of CallMiner’s analytics and VOCALLS’ automation technology will enable modern enterprises to adopt an automation-first approach. This seamless integration will help businesses capitalize on the insights derived from contact center conversations, driving operational excellence and customer satisfaction. Upcoming Preview and Industry Presence CallMiner customers and partners will have the opportunity to preview the integrated solution at LISTEN UK, CallMiner’s annual international user conference, this week. Additionally, both companies will showcase their combined offerings at the upcoming Customer Contact Week (CCW) conference in Las Vegas, scheduled from June 9-12, 2025. Visitors can learn more about the new platform at CallMiner’s booth #526. Industry Evaluation and Company Profiles Industry analysts and experts laud this acquisition as a strategic move that addresses the growing need for efficient and scalable customer service solutions. The integration of AI-powered analytics and automation is seen as crucial for modern contact centers, particularly as customer interactions become more complex and multichannel. CallMiner, already recognized as a leader in conversation intelligence, stands to solidify its position through this acquisition. VOCALLS, known for its innovative voice-first technology, brings a unique set of tools and expertise to the table, complementing CallMiner's offerings. Founded by Jeff Gallino, CallMiner has established itself as a global leader in AI-powered conversation intelligence, trusted by major organizations across various industries, including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. The company's platform analyzes omnichannel customer interactions at scale, providing actionable insights to drive business improvement and growth. With the addition of VOCALLS, CallMiner is poised to offer even more comprehensive and advanced solutions, setting new standards in the field of customer experience and service automation.