Agent of Change: CallMiner OmniAgent Promises to Transform CX with AI-Powered Intelligence

Agents are everywhere. Literally. 

Last week, I covered the launch of VTEX’s new agentic entry, which offers some promising potential in the realm of commerce. Prior to that, I was at the Boye & Company CMS Connect conference, where every conversation seemed to echo the word “agent.”

Of course, this is just the latest crop. I’ve been watching and reporting on the emergence of the “AI agent revolution” since last year. The basic idea of an agent isn’t exactly novel or groundbreaking, but enabling this new breed of agents to harness AI is where the big opportunities lie.

There are signals that might suggest we’re entering an “AI Winter,” one where brands are asking a common question surrounding their AI investments: Was it worth it? In fact, researchers at MIT published a report saying that 95% of the generative AI programs launched by companies failed to deliver the one big thing they were built for: more revenue.

That’s not to say AI isn’t delivering efficiency – particularly with agents and their penchant for automation. It’s the bright spot in this otherwise darkening sky of AI bedlam, and the companies that leverage agents to unleash actionable insight and tangible results will be positioned to win.

CallMiner could be one of those winners. The company just introduced its new CallMiner OmniAgent, a virtual agent solution that uses advanced automation and voice-optimized AI to deliver seamless, human-like interactions across voice and digital channels. 

With its powerful and innovative technology, OmniAgent avoids the traditional voicebot “fumbles” often spurred by complex queries, and instead fully automates conversations – resolving customer issues faster and with less human involvement.

This isn’t a fly-by-night addition to CallMiner’s ecosystem. The Waltham, Massachusetts-based company has been blazing a steady trail in its pursuit of more innovative conversation intelligence solutions and has been recognized as a Leader in the same category on the 2025 Forrester Wave for contact centers. CallMiner also closed on $75 million from Goldman Sachs in 2019, which has clearly fueled innovation leading up to its recent acquisition of VOCALLS in June. 

While recently launched, we’ll have to see how these new agents execute their intended job. But on the surface, they seem engineered for success – and could have a significant impact on enterprise strategies for AI-powered conversation intelligence. 

Mining value with agents

AI and agentic technologies are exploding at an unpredictable rate. And it makes sense: brands are under enormous pressure to perform in a highly competitive landscape – and customers are demanding fast, accurate, and personalized service at every touchpoint. Agentic AI tools are presenting companies with huge opportunities to drive their personalization strategies across a multitude of channels. 

As a leader in AI-powered conversation intelligence, CallMiner already delivers one of the industry’s most comprehensive platforms for analyzing omnichannel customer interactions at scale by combining deep domain expertise with powerful AI analytics. 

Armed with CallMiner’s intelligence, companies can spot areas of opportunity to drive better CX – and in this rapid-fire race for customer engagement and loyalty, optimizing that experience across channels is the name of the game. 

With the acquisition of VOCALLS, CallMiner expanded its platform's capabilities with AI agents focused on native voice and text. These acquired capabilities are now arming the new CallMiner OmniAgent ecosystem, enabling users to transform customer experiences across voice, chat, and email through intelligent automation and AI-driven conversational insights.

How OmniAgent works

In a nutshell, OmniAgent leverages CallMiner’s deep analytics to glean actionable data from customer interactions, implementing virtual agents for efficient, high-impact automation. And by analyzing interactions across channels, organizations can gain better insights into critical aspects of CX, including contact drivers, high-volume contacts, contacts that are quickly resolved, and more.

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

Source: CallMiner website

We already know how important feedback loops are to the overall optimization of any system or process. According to CallMiner, its OmniAgent system behaves like an automation and augmentation “infinity loop,” where conversation intelligence drives automation, automation generates new conversation data, and that data fuels continuous improvement. 

CallMiner is already seeing positive results in the field. One customer, Estafeta, a Mexican logistics company, reduced its average call handling time by 78%, from 420 seconds to just 90 seconds, while eliminating wait times and increasing call capacity by 120%. 

Estafeta’s use of the CallMiner AI voice agent has helped it efficiently handle routine inquiries like package tracking, freeing human agents to focus on other issues. This transformation has significantly improved customer experience, streamlined call center operations, and elevated Estafeta’s service quality – with 88% of users rating the voice agent positively.

Key features

There are a few standout features in OmniAgent that make it a solid and scalable AI solution. First, it offers omnichannel support, enabling brands to 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.

OmniAgent also provides natural language capabilities powered by advanced speech recognition and NLP, providing intuitive conversations that feel totally natural to customers. There’s also support for inbound and outbound calling, where OmniAgent handles diverse tasks – from appointment scheduling to debt collection – efficiently and effectively. 

With OmniAgent’s smart call routing, you can finally say goodbye to your antiquated IVR system. Where needed, OmniAgent can quickly connect customers to the right human agent and provide important interaction context while improving key contact center metrics like first call resolution.

Integrations are key, and OmniAgent comes with some ready-made options, making it easy to connect your current CRM, CCaaS, and other systems to create smarter, more personalized interactions. You’ll also have access to performance management tools to monitor and optimize your virtual agent’s performance with an analytics dashboard, and you can design complex, personalized conversation flows using intuitive tools that integrate external data sources for context-aware engagement.

Pricing

CallMiner has a bit of a “black box” around its pricing, so there’s not much public guidance. According to G2 and a few other sources, the company focuses on tailored solutions, so there’s not a one-size-fits-all model. It’s licensed as SaaS and offers two flexible pricing options: one based on a volume of annual inventory of hours analyzed, and one based on seats with some specific variables around usage. 

They also offers some packaged bundles, each providing resources for onboarding. These packages can also be customized with a la carte options. You can explore more of the details here. 

Here’s a really nice benefit: Customers receive a dedicated customer success representative for the life of their CallMiner engagement, providing trusted advisory innovation without any professional services costs.

If you’re a frequent reader, you know how I feel about pricing transparency. Enterprise SaaS vendors can always do better, so buyers and evaluators have an easier time understanding the parameters. At the same time, CallMiner’s options are fairly robust, and likely require some individual price refinement.

The verdict

OmniAgent is a potentially great fit for organizations looking to elevate their customer service capabilities, particularly in the contact center segment. By combining its new virtual agent technology with its classic leadership in conversation intelligence, CallMiner's new agentic solution can power teams to deliver faster and more personalized support. This can translate into higher satisfaction and improved operational excellence.

I already discussed some of the big challenges facing AI's value quotient, and one of CallMiner’s big attributes is in cost reduction. By automating complex, high-volume customer interactions, brands can significantly lower their operational costs. And by responding to and resolving issues faster with AI, organizations can deliver more efficient customer support. This all adds up in the value column. 

From a CX perspective, OmniAgent can help ensure consistent, compliant, and on-brand communication that builds customer trust and satisfaction. And happier customers translate into a healthier bottom line. 

CallMiner offers some rich functionality. As such, it might be perceived as a little more complex than some other industry alternatives (take Level AI for example). But it does provide some helpful demos and posts with detailed resources on speech analytics and other products, as well as a comprehensive learning center. There are also some great resources in its Solution Catalogue, and you can browse its selection of ready-made integrations from CRM to chatbots to speech recognition platforms. 

As agents go, this might be a good change. You can inquire about a demo here. 

Looking for guidance on CallMiner? Talk to an expert.

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