CallMiner Acquires VOCALLS to Boost Contact Centre Automation and Customer Experience
CallMiner, a leader in AI-powered conversation intelligence, has acquired VOCALLS, a provider of voice-first conversational AI and automation solutions. This move combines CallMiner’s advanced conversation analytics with VOCALLS’ virtual agents across voice, chat, social messaging, and email, along with task automation technology.
For customer support teams, this acquisition means more efficient contact centres and scalable customer experience (CX) automation. Organizations can better identify which interactions to automate and improve workflows by using insights drawn directly from real conversations.
Why This Matters for Customer Support
Voice remains the most natural and preferred channel for resolving customer issues. By merging deep analytics with voice automation, CallMiner and VOCALLS offer an end-to-end platform that meets customers on their preferred channels while boosting self-service success and overall satisfaction.
VOCALLS’ technology supports inbound and outbound scenarios across industries such as financial services, logistics, ecommerce, telecommunications, and utilities. It also features robust inbound voice acquisition and native outbound dialing, enhancing how contact centres connect with customers.
Key Benefits for Support Teams
- Increased automation with better results: Analyzing conversations helps pinpoint which issues can be resolved automatically. Continuous feedback loops improve virtual agent performance and automation effectiveness.
- Real-time agent support and task automation: Agents receive context during interactions, making conversations more productive. Robotic Process Automation (RPA) can autonomously handle tasks triggered by interaction events, speeding up resolutions.
- Expanded customer feedback capabilities: Automating more interactions allows teams to gather and act on customer feedback across voice, chat, and email channels, increasing engagement opportunities.
Leadership Insights
Jeff Gallino, CEO and founder of CallMiner, emphasized the ongoing importance of voice in customer communication. He highlighted the combined strengths of the two companies in delivering insights and automated resolutions across multiple channels, which is critical for positive customer experiences.
Artem Markevich, CEO and founder of VOCALLS, shared that joining forces with CallMiner creates a unique solution for enterprises aiming to adopt automation based on real contact centre data. Their shared vision focuses on practical automation that improves both CX and customer service.
What This Means for Your Team
- Identify and automate routine customer inquiries.
- Provide agents with actionable insights during live conversations.
- Automate follow-up tasks and workflows using RPA.
- Expand outreach and feedback collection across multiple channels.
To stay updated on how AI and automation continue to impact customer support, explore relevant automation courses and AI training programs designed for customer support professionals.
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