August 21, 2025
The End of Hold Music? CallMiner’s OmniAgent Takes the Call
CallMiner has introduced OmniAgent, an AI-powered virtual agent designed to automate conversations across voice, chat, and email, offering businesses a new approach to scaling service without sacrificing quality.
The launch follows CallMiner’s acquisition of VOCALLS and marks a move toward blending conversational AI with advanced analytics. Unlike traditional bots, which often struggle with complex queries, OmniAgent aims to resolve issues more quickly and reduce reliance on human intervention.
The solution analyses customer interactions to uncover patterns, such as common contact drivers and frequently resolved inquiries.
Once deployed, the platform continuously monitors and refines agent performance, creating what CallMiner describes as an “automation and augmentation loop,” where insights feed automation, and automation produces new data for further improvement.
Early results point to a significant impact. One of the early adopters, a Mexican logistics provider, reported a 78% drop in average call handling times, from seven minutes to just 90 seconds, after introducing OmniAgent. The provider increased call capacity by 120% while eliminating wait times. On top of that, 88% of users rated the virtual agent positively. Routine tasks such as package tracking were shifted to the AI system, freeing human agents for more complex issues.
OmniAgent offers omnichannel engagement across both voice and digital channels, maintaining context across interactions and escalating seamlessly to human agents when required.
It relies on advanced speech recognition and natural language processing to enable intuitive conversations, and supports both inbound and outbound call handling, from scheduling to debt collection.
The platform also integrates with existing CRM and CCaaS systems, bringing personalisation into the process, while performance dashboards give organisations the ability to monitor and fine-tune outcomes.
Businesses may see the appeal in the solution’s ability to reduce costs, shorten resolution times, and improve satisfaction levels.
