CallMiner has acquired OrecX, an audio and screen capture provider for recording, analytics and machine-based learning.
With nearly two decades in business, OrecX delivers full-featured, reliable and easy-to-use audio capture software to hundreds of customers, including contact centres of all sizes and telephony providers. By acquiring OrecX, CallMiner gains foundational technology that provides the means to feed high-quality 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 CCaaS use cases.
- OrecX’s extensive support for on-premise solutions includes integrations with some of the largest providers of Session Border Controllers (SBC), Private Branch Exchange (PBX), switches and other telephony solutions, including Avaya, Cisco, and more
- OrecX provides integration with real-time audio streams from both on-premise and CCaaS solutions, helping organizations overcome major challenges to more rapidly realize the benefits of real-time agent guidance
The OrecX software will enhance CallMiner’s capabilities in its core contact centre and customer experience markets, as well as support expansion into other markets like multi-touch enterprise sales and healthcare.
Paul Bernard, president and CEO, CallMiner, said: “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.
“We welcome the skilled OrecX team to CallMiner and look forward to further driving our growth together.”
With OrecX, CallMiner provides customers the flexibility to procure audio capture as part of the CallMiner platform or to integrate with third-party capture solutions based on specific business needs.