CallMiner, the leading provider of AI-powered conversation intelligence to improve customer experience (CX), today announced it has acquired VOCALLS, a leading voice-first conversational AI and automation platform. CallMiner will combine its industry-leading conversation intelligence capabilities with VOCALLS’ voice, chat, social messaging and email AI virtual agents and task automation technology. Together, CallMiner and VOCALLS are transforming contact center efficiency and CX scalability, helping organizations embrace customer service and CX automation, better understand what to automate, and identify areas of opportunity and improvement in automation workflows.
According to Gartner; “Multichannel service journeys have become increasingly complex and expensive, leading to a disjointed customer experience and reduced customer retention. Service and support leaders will reexamine omnichannel strategies and leverage advancements in voice-enabled conversational AI to dramatically simplify the service experience.”
Organizations are continuing to automate more of their interactions. In doing this, it is becoming clear that voice remains the preferred channel for resolving customer inquiries and issues. By combining a deep analytical understanding of contact center interactions and voice automation, this strategic acquisition puts CallMiner at the forefront of both the contact center and CX industries. With CallMiner and VOCALLS, organizations gain an end-to-end, automated platform that helps them meet customers on their preferred channels, gather insights from conversations between humans and virtual agents to identify issues and trends, and improve customer outcomes – including those handled through self-service.
VOCALLS’ AI-powered technology is built to simplify customer service, increase efficiency, reduce costs, and deliver resolutions that lead to higher satisfaction. VOCALLS’ virtual agents support both inbound and outbound use cases across voice, chat, social messaging and email, as well as industries including financial services and banking, logistics and ecommerce, telecommunications and utilities, and more. In particular, VOCALLS excels in inbound voice stream acquisition and native outbound dialing capabilities. Beyond automating the interaction, robotic process automation (RPA) takes agentic action by autonomously assigning or completing tasks based on events within an interaction to drive efficiency gains and accelerate action.
“How customers engage with organizations has dramatically changed and we are undoubtedly moving toward an automated-first world, but one thing has remained consistent – voice is still our most natural form of communication and the highest volume channel,” said Jeff Gallino, CEO and founder, CallMiner. “With VOCALLS, we’re building on our mission to not only transform how businesses understand and gain insights from customer conversations, but also how businesses handle and automatically resolve those interactions through efficient and effective conversational AI capabilities. Being able to meet customers on their preferred channel – whether that’s voice or chat – is critically important to delivering positive experiences. We’re thrilled to welcome the VOCALLS team to CallMiner, and look forward to continuing to push the boundaries of conversation intelligence and automation in service of exceptional CX.”
Together, CallMiner and VOCALLS will help organizations take an automation-first approach to CX, including:
- Increased automation and improved outcomes: Analyzing contact center conversations enables organizations to identify issues best suited for automatic resolution. With CallMiner’s advanced analytics capabilities, organizations can understand the effectiveness of virtual agents and create a constant feedback loop to improve performance and automation outcomes.
- Enhanced real-time agent guidance and RPA: Providing virtual interaction context to human agents helps make interactions more effective and efficient. Additionally, RPA capabilities can use insights from contact center interactions to drive action and improve resolution speed through task automation.
- Expanded customer feedback efforts: Automating inbound and outbound interactions increases organizational capacity, making it possible to capitalize and execute on more customer feedback and engagement opportunities across voice, chat and email channels.
“We founded VOCALLS to pioneer voice-first contact center and CX automation,” said Artem Markevich, CEO and founder, VOCALLS. “This is one of the many things that makes the combination of CallMiner and VOCALLS so innovative. Together, we’re poised to create a unique offering that empowers modern enterprises to seamlessly embrace automation, informed by what is actually happening in their contact centers. We’re excited to join CallMiner and get to work on executing our joint vision for the future of CX and customer service – centered around combining the expertise of CallMiner’s analytics and VOCALL’s automation technology.”
Artem Markevich, CEO and founder, VOCALLS continued, “Together, we’re poised to create a unique offering that empowers modern enterprises to seamlessly embrace automation, informed by what is actually happening in their contact centers.”
