CallMiner acquires Czech VOCALLS to enhance AI-powered customer experience and automation

CallMiner, the provider of AI-powered conversation intelligence to improve customer experience (CX), has announced its acquisition of Czech VOCALLS, a voice-first conversational AI and automation platform.

Acquisition details

CallMiner will combine its industry-leading conversation intelligence capabilities with VOCALLS’ voice, chat, social messaging and email AI virtual agents and task automation technology. 

This partnership enhances contact center efficiency and scalability, enabling organizations to automate customer service, optimize workflows, and identify improvement opportunities.

With CallMiner and VOCALLS, organizations gain an end-to-end, automated platform that helps them meet customers on their preferred channels, gather insights from conversations between humans and virtual agents to identify issues and trends, and improve customer outcomes – including those handled through self-service.

“With VOCALLS, we’re building on our mission to not only transform how businesses understand and gain insights from customer conversations, but also how businesses handle and automatically resolve those interactions through efficient and effective conversational AI capabilities,” says Jeff Gallino, CEO and founder, CallMiner. 

About VOCALLS 

• Founded in 2017 by Artem Markevich and Martin Čermák, VOCALLS is a Czech platform that leverages AI technology to streamline customer service, enhance efficiency, cut costs, and increase satisfaction.

• Its virtual agents support inbound and outbound interactions across voice, chat, social messaging, and email, serving industries like banking, logistics, e-commerce, telecommunications, and utilities. 

• VOCALLS excels in inbound voice stream acquisition and outbound dialing. Robotic process automation (RPA) autonomously assigns or completes tasks based on interaction events, enhancing efficiency and speeding up actions.

About CallMiner 

• CallMiner is a Massachusetts-based software company which develops AI-powered conversation intelligence to drive better customer experience, operational efficiency and business improvement. 

• Powered by artificial intelligence and machine learning, CallMiner delivers a comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation.