CallMiner, a leader in AI-powered conversation intelligence, has announced the acquisition of VOCALLS, a voice-first conversational AI and automation platform. This strategic move combines CallMiner’s advanced analytics with VOCALLS’ AI-driven virtual agents across voice, chat, social messaging, and email to deliver seamless automation and scalability for customer experience (CX).

The integration empowers organizations to better understand contact center interactions, identify automation opportunities, and optimize workflows—driving efficiency and improved customer outcomes. With automation on the rise, the acquisition positions CallMiner at the forefront of CX transformation by uniting analytics and conversational AI in a single platform.

Addressing Complexity in Customer Journeys

According to Gartner, multichannel service journeys are becoming increasingly complex, leading to higher costs and fragmented experiences. By combining deep analytics with voice automation, CallMiner and VOCALLS aim to simplify these journeys while retaining voice as the most trusted and preferred channel for issue resolution.

VOCALLS Technology Capabilities

VOCALLS delivers inbound and outbound automation through AI-powered virtual agents, designed to improve efficiency and satisfaction across multiple industries, including financial services, logistics, telecommunications, ecommerce, and utilities. Its strengths include:

  • Inbound voice stream acquisition and native outbound dialing capabilities
  • Automation of customer interactions across voice, chat, social, and email
  • Robotic Process Automation (RPA) to autonomously assign and complete tasks, accelerating resolution speed

Leadership Perspectives

“Customer engagement is shifting toward an automated-first approach, but voice remains central to communication,” said Jeff Gallino, CEO and founder of CallMiner. “With VOCALLS, we’re advancing our mission to not only analyze and derive insights from conversations but also resolve them efficiently through conversational AI.”

Artem Markevich, CEO and founder of VOCALLS, added: “We founded VOCALLS to pioneer voice-first CX automation. Together with CallMiner, we’re creating a solution that empowers enterprises to embrace automation guided by real customer insights.”

Key Benefits of the Acquisition

  • Increased automation and improved outcomes: Analytics identify interactions suited for automation and ensure continuous improvement of virtual agent performance.
  • Enhanced agent guidance and RPA: Real-time insights provide context to human agents while task automation accelerates resolutions.
  • Expanded customer feedback efforts: Automation enables organizations to scale inbound and outbound interactions, capturing more customer insights across multiple channels.

CallMiner and VOCALLS will showcase their joint solution at Customer Contact Week (CCW) Las Vegas, June 9-12, 2025. Attendees can visit CallMiner at booth #526 to learn more.

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