CallMiner Acquires VOCALLS to Expand CX Capabilities
The acquisition positions CallMiner as a key player across both the contact centre and CX industries by combining a deep analytical understanding of contact centre interactions and voice automation.
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CallMiner has announced that it acquired VOCALLS, a voice-first conversational AI and automation platform. CallMiner will combine its 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 centre efficiency and CX scalability, helping organisations embrace customer service and CX automation, better understand what to automate, and identify areas of opportunity and improvement in automation workflows.
Organisations 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 centre interactions and voice automation, this acquisition positions CallMiner as a key player across both the contact centre and CX industries.
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.
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VOCALLS excels in inbound voice stream acquisition and native outbound dialling 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 organisations 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 and look forward to continuing to push the boundaries of conversation intelligence and automation in service of exceptional CX.”
Artem Markevich, CEO and Founder, VOCALLS, said, “We founded VOCALLS to pioneer voice-first contact centre and CX automation. 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 centres.”
“We’re excited to join CallMiner and get to work on executing our joint vision for the future of CX and customer service – centred around combining the expertise of CallMiner’s analytics and VOCALL’s automation technology.”
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