#contactcenterworld, @CallMiner, @orecx_software
Waltham, MA, USA, Oct 18, 2021 -- CallMiner, a provider of conversation analytics to drive business improvement, announced that it has acquired OrecX, an audio and screen capture provider for recording, analytics and machine-based learning.
OrecX delivers full-featured audio capture software to hundreds of customers, including contact centers of all sizes and telephony providers. By acquiring OrecX, CallMiner gains foundational technology that provides the means to feed conversation audio from diverse sources directly into CallMiner’s transcription services to improve both real-time and post-call conversation analytics.
With the acquisition, CallMiner will fortify its existing platform and product portfolio for both on-premise and Contact Center as a Service (CCaaS) use cases.
The OrecX software will enhance CallMiner’s capabilities in its core contact center and customer experience markets, as well as support expansion 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."
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"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."
OrecX’s North America-based staff will join CallMiner’s headcount across four major offices. Steve Kaiser, CEO of OrecX, will continue to serve in the same position of the OrecX business unit under CallMiner.
Posted by Veronica Silva Cusi, news correspondent
CallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
Based in Chicago, OrecX provides open source VoIP and TDM recording solutions.
Published: Tuesday, October 19, 2021
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