AudioCodes, one of the top advanced communication software vendors, has announced it has acquired Callverso in a partnership designed to combine conversational AI with a unified communications platform. Callverso is one of the market’s top providers of conversational AI and natural language understanding (NLU) technology.
“The acquisition of Callverso places AudioCodes in a stronger position to serve the growing adoption of conversational AI services in contact centers,” said Shabtai Adlersberg, President and CEO of AudioCodes.
“The technology and expertise of Callverso in developing and deploying conversational AI solutions will effectively complement AudioCodes’ existing Voice.ai offering and be instrumental in modernizing contact center operations.”
The acquisition allows AudioCodes to add some of Callverso’s top features such as its virtual customer agent solution (VICA) and its conversational AI capabilities. The features are used by contact centers in major healthcare and utility service industries automate tasks such as scheduling and bill payments, as well as enable remote working teams with collaboration and chatbot technology.
Callverso’s VICA solution automatically handles customer calls to reduce costs and save time for live agents to focus on more complex issues. In 2020, the solution successfully handled more than 14 million calls at Israel’s Clalit Health Services service contact center.
“CallVerso is a long-term vendor of Clalit, their solutions are deployed in our contact center and in 1600 Clalit clinics, for the past 8 years”, said Marko Gabay Director of service and marketing technologies at Clalit, the largest healthcare service provider in Israel, “we deployed VICA during the early phases of the COVID 19 pandemic to coordinate PCR tests and provide our customers with test results. VICA allowed us to handle the huge increase in calls to our contact center efficiently while reducing our operating costs dramatically.”
The acquisition is designed to help contact centers improve customer experiences and reduce costs. By combining with a global company such as AudioCodes, who operates for customers in over 100 countries, Callverso’s solution has the capability to expand its global reach.
The transaction officially closed on November 10th, 2021.