CallMiner, a provider of artificial intelligence (AI)-powered conversation intelligence to improve customer experience (CX), has acquired VoCalls, a voice-first conversational AI and automation platform.
The deal will result in CallMiner combining its conversation intelligence capabilities with VoCalls’ voice, chat, social messaging and email AI virtual agents and task automation technology.
Officials from both companies said the deal will help transform contact center efficiency and CX scalability as organizations embrace customer service and CX automation, better understand what to automate, and identify areas of opportunity and improvement in automation workflows.
Focus on Contact Centers
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 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,” said Jeff Gallino, CEO and founder, CallMiner.
Benefits of Acquisition
As organizations automate more of their interactions, it is becoming clear that voice remains the preferred channel for resolving customer inquiries and issues. 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.
With the aquisition, CallMiner 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.
- 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.