CallMiner acquires VOCALLS to scale CX and transform contact center efficiency

Modern contact centers and customer experience (CX) teams are under a lot of pressure to handle increasingly complex customer interactions and high call volumes — all while doing more with less. In fact, we’ve seen through our CX Landscape Research that organizations are getting more AI-mature in response to these pressures. The top motivation to adopt AI for 44% of contact center and CX leaders was automating tasks to improve efficiency and agent productivity.

Today, we’re excited to announce that we’re supporting these key organizational priorities even further with the acquisition of VOCALLS.

VOCALLS is a critical addition to the CallMiner platform. With VOCALLS’ voice, chat, social messaging and email AI virtual agents and task automation technology, we’re helping organizations embrace automation at scale, while using CallMiner’s advanced analytics capabilities to understand what to automate and how to improve that automation.

As voice-first company, VOCALLS leverages AI-powered virtual agents to support inbound and outbound use cases across industries – with the goals of simplifying customer service, increasing efficiency, reducing costs, and delivering resolutions that lead to higher satisfaction. Beyond automating the interaction, VOCALLS uses robotic process automation (RPA), where AI agents autonomously assign and complete tasks, informed by what’s happened during the customer interaction.

Creating a richer, more consistent customer feedback loop

With the acquisition of VOCALLS, CallMiner now gives our customers and partners the ability to increase their automation and improve CX outcomes. It’s all about creating a richer and more consistent feedback loop for contact center and CX teams, and leveraging the information you know about customer interactions to improve their journey and experience with your company.

Our customers and partners are already using the insights from conversation intelligence to understand the voice of the customer, improve contact center efficiency and quality, make frontline agents’ jobs better, and improve their businesses. They’re also taking customer insights and executing smarter, more relevant closed-loop outreach campaigns.

With the addition of VOCALLS, we’re advancing our platform even further with:

• Increased automation and improved outcomes: By digging into conversations between customers and contact centers, companies can spot common issues that don’t need a human touch. With CallMiner’s powerful analytics, they can see how well virtual agents are doing and use that data to fine-tune and improve automation over time.
• Enhanced real-time agent guidance and RPA: When human agents know what happened in a virtual interaction before they join the call, they’re better prepared to help. Real-time insights give them the right info at the right time. Plus, RPA can take care of repetitive tasks, so agents can focus on solving complex problems faster.
• Expanded customer feedback efforts: Ultimately, automation opens doors. With more capacity, teams can follow up on more customer feedback and connect with people across voice, chat, and email. That means stronger relationships and more chances to improve CX.
  

Doubling down on automation, with an expertise in voice

As organizations continue to double down on automation, one thing holds true – voice remains the preferred channel for resolving customer inquiries and issues. According to Gartner,

“Multichannel service journeys have become increasingly complex and expensive, leading to a disjointed customer experience and reduced customer retention. Service and support leaders will reexamine omnichannel strategies and leverage advancements in voice-enabled conversational AI to dramatically simplify the service experience.”

Even so, the voice channel is traditionally high touch, high volume, and high stakes. Both CallMiner and VOCALLS have proven expertise in leveraging AI for voice, so contact centers and CX teams can trust that automation will improve outcomes rather than add frustration.

With CallMiner and VOCALLS, customers can now combine a deep analytical understanding of their contact center interactions with voice automation to work smarter. The result is an end-to-end, automated platform that helps serve customers in their preferred channels, identify issues and trends between agents and customers, and improve both agent-led and self-service interactions. What’s more, the customer interaction data CallMiner gains from VOCALLS can be used as reinforcement and training to make AI-powered automation even better, more accurate, and more efficient for customers and companies alike.

I couldn’t be more excited about the future of CallMiner with the addition of VOCALLS to our platform. We’re ready to build the future of AI-powered, automated CX for your organization.