CallMiner has acquired VOCALLS, a voice-first conversational AI and automation platform to integrate native AI virtual agents for voice, chat, email, and social messaging into CallMiner’s platform, tightening the link between conversation analytics and automated service delivery.
The acquisition reflects a broader industry trend: real-time, voice-enabled automation is becoming a core component of customer experience strategy, not just an enhancement.
According to Gartner, fragmentation across channels is contributing to poor customer retention and rising support expenses, which is pushing organisations to reexamine their omnichannel strategies and explore advanced voice-enabled AI.
With VOCALLS, CallMiner offers a more complete automation stack. VOCALLS’ AI agents can manage both inbound and outbound interactions across voice, chat, and messaging platforms, while also executing robotic process automation (RPA) tasks behind the scenes. This expands the scope of what can be resolved without human intervention, from answering inquiries to triggering back-end processes.
Automation meets intelligence
The integration of VOCALLS allows CallMiner to link its advanced analytics with automation in a continuous feedback loop, identifying what should be automated, measuring how virtual agents perform, and making targeted improvements over time. This approach gives organisations a clearer path to reduce costs, scale efficiently, and improve customer outcomes across self-service and assisted channels.
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.”
The combined offering also enhances real-time agent support by providing human agents with context gathered from virtual interactions. This improves handoffs and increases resolution speed, critical capabilities as many organisations move toward hybrid service models.