CallMiner Buys OrecX

In a move that will continue to push its market expansion efforts forward, CallMiner (News - Alert) has announced the acquisition of audio and screen capture provider OrecX.

With this purchase, the company will gain access to additional technologies and grow its product offering to deliver both audio and screen capture for the contact center and beyond.

CallMiner is a provider of conversation analytics powered by AI and machine learning. Its platform makes it possible for businesses to improve performance by finding areas of opportunity and growth. This is done by capturing and analyzing customer interactions, extracting meaningful insights from unstructured data and taking action on those insights.

OrecX’s audio capture software assists contact centers and other enterprise businesses with compliance, risk management, and customer experience requirements.

Real-time audio streams can be integrated either on-prem or with CCaaS solutions to make it easier for organizations to access the benefits of real-time agent guidance.

 Combining with CallMiner will mean audio captures can be added directly into CallMiner’s transcription service for real time analytics and post-call conversation analysis.

“OrecX and CallMiner is a powerful combination – one that creates a unique offering for long-term success and more opportunities for our customers, partners and employees,” said Steve Kaiser, CEO of OrecX. “We’re extremely confident in CallMiner’s go-to-market strategy, and believe that together, we’re poised to accomplish more.”

As per the deal, Steve Kaiser, CEO of OrecX, will remain in his role in the OrecX business unit under CallMiner.

In addition to benefiting its contact center and customer care customers, the latest acquisition will also help CallMiner to reach further into other markets like multi-touch enterprise sales and healthcare.

“As a long-time partner of CallMiner, the acquisition of OrecX is a natural fit. OrecX’s expertise in flexible, efficient audio capture is a true value-add within our strategy of expanding our market leading conversation analytics platform and delivering the insights that drive real business improvement for our customers,” said Paul Bernard, president and CEO, CallMiner. “We welcome the skilled OrecX team to CallMiner and look forward to further driving our growth together.

Edited by Luke Bellos