By Megan Keup, Product Marketing Manager, CallMiner

In today’s fast-paced world, customers demand quick, accurate, and personalized service at every touchpoint. Recognizing this shift, we are excited to announce CallMiner OmniAgent, following the acquisition of VOCALLS. Our virtual agent product is designed to transform customer interactions, across voice, chat and email, through intelligent automation and AI-driven conversational insights.

What is CallMiner OmniAgent?

OmniAgent is a virtual agent solution that uses advanced automation and voice-optimized AI to deliver seamless, human-like interactions across voice and digital channels. Unlike traditional voicebots that often fall short in addressing complex queries, OmniAgent fully automates conversations, resolving customer issues faster and with less human involvement.

OmniAgent takes advantage of CallMiner’s deep analytics capabilities to uncover actionable insights from customer interactions that help identify opportunities for automation. By analyzing interactions across channels, organizations understand contact drivers, high volume contacts, contacts that are quickly resolved, and more, effectively implementing virtual agents for efficient, high-impact automation.

Once virtual agents are in place, CallMiner continuously monitors their conversations to assess performance and gather feedback. This feedback helps refine virtual agent training and improves processes, leading to better customer outcomes.

Imagine an automation and augmentation infinity loop – conversation intelligence drives automation, automation generates new conversation data, and that data fuels continuous improvement.

For example, by deploying CallMiner OmniAgent, Estafeta, a Mexican logistics company, reduced average call handling time by 78%, from 420 seconds to just 90 seconds, while eliminating wait times and increasing call capacity by 120%. The AI voice agent efficiently handles routine inquiries like package tracking, freeing human agents to focus on other issues. This transformation has significantly improved customer experience, with 88% of users rating the voice agent positively, streamlined call center operations, and elevated Estafeta’s service quality.

CallMiner OmniAgent key features

• Omnichannel support: Engage customers effortlessly across voice and digital channels. Whether through synthetic or natural human voices, images, videos, or interactive buttons, OmniAgent maintains context-aware communication and enables smooth transitions to human agents when needed.
• Natural language understanding: Powered by advanced speech recognition and natural language processing, OmniAgent enables intuitive conversations that feel natural to customers.
• Support for inbound and outbound calling: From appointment scheduling to debt collection, OmniAgent handles diverse tasks efficiently and effectively.
• Smart call routing: Say goodbye to antiquated IVR systems. OmniAgent quickly connects customers to the right human agent if needed, including providing important interaction context, improving key contact center metrics, like first call resolution.
• Seamless integrations: Easily integrate OmniAgent with your current CRM, CCaaS, and other systems to create smarter, more personalized interactions.
• Performance management: Monitor and optimize your virtual agent’s performance with an analytics dashboard.
• Flexible dialogue flows: Design complex, personalized conversation flows using intuitive tools that integrate external data sources for context-aware engagement.

Transform your business with CallMiner OmniAgent

• Cost reduction: Automate high-volume and complex customer interactions to significantly lower operational costs.
• Faster issue resolution: Leverage AI and automation to speed up response times and deliver efficient customer support.
• Enhanced customer experience: Ensure consistent, compliant, and on-brand communication that builds customer trust and satisfaction.

Empower your contact center and CX teams today

OmniAgent is ideal for organizations looking to elevate their customer service capabilities. By combining virtual agent technology with conversation intelligence, OmniAgent empowers your team to deliver faster, smarter, and more personalized support, resulting in higher satisfaction and operational excellence.

Ready to experience CallMiner OmniAgent?

Discover how OmniAgent can redefine your customer interactions. Request a demo and learn more today!