CallMiner Rolls Out OmniAgent Post VOCALLS Acquisition

CallMiner has launched OmniAgent, a virtual agent solution designed to handle customer interactions across voice, chat, and email channels.

The product follows the company’s acquisition of VOCALLS and builds on CallMiner’s existing conversation analytics capabilities.

OmniAgent uses automation and AI-driven insights to manage routine and complex customer inquiries, with the ability to escalate interactions to human agents when needed.

The system also monitors performance and adjusts interactions over time, allowing organizations to refine virtual agent behavior based on real-world data.

The solution integrates with existing CRM and contact center platforms, providing context-aware interactions across channels.

By analyzing customer interactions, OmniAgent can identify common contact drivers, resolve inquiries more efficiently, and inform broader automation strategies.

Early deployments show measurable operational improvements. Estafeta, a Mexican logistics company, reported a reduction in average call handling time from 420 seconds to 90 seconds, eliminated wait times, and increased call capacity by 120%. Customer satisfaction with the AI agent was high, with 88% of users rating interactions positively.

CallMiner describes OmniAgent as a tool for organizations seeking to optimize service efficiency, reduce operational costs, and improve the consistency of customer experiences.

Analysts note that its combination of virtual agent technology and conversation intelligence could support broader automation initiatives in contact centres.

Reviewed by: Rachael Trickey