CallMiner Acquires VOCALLS to Expand Automation Capabilities

CallMiner has acquired the conversational AI and automation provider VOCALLS.

This acquisition will combine CallMiner’s conversation intelligence offering with VOCALLS’ virtual agent and task automation capabilities.

The merged technologies will support organizations in automating customer service interactions, analysing conversation data for insights, and improving operational efficiency.

Jeff Gallino, CEO and founder, CallMiner, spoke on the acqusition: “With VOCALLS, we’re building on our mission to transform not only 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.”

VOCALLS’ strengths in voice automation and outbound dialling complement CallMiner’s analytics tools, enabling more effective self-service and agent-assisted interactions.

The integration also supports robotic process automation (RPA) for task completion, real-time agent guidance, and expanded use of customer feedback across channels.

Artem Markevich, CEO and founder, VOCALLS, said, “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.”

Reviewed by: Rachael Trickey