FREESTYLE Telecom Technologies Inc. Selects CallMiner OmniAgent to Automate and Enhance Collection Interactions

AI-powered virtual agents will help FREESTYLE’s clients increase revenue recovery and improve compliance at scale

WALTHAM, Mass.--(BUSINESS WIRE)--CallMiner, the global leader in AI-powered conversation intelligence and customer experience (CX) automation, announced that FREESTYLE Telecom Technologies Inc., an on-demand workforce platform for call centers, has selected CallMiner OmniAgent to automate collection processes, maximizing performance and operational efficiency, and to accelerate broader CX and digital transformation initiatives. Facilitated through long-time CallMiner partner Amplified Analytics, a leader in applied conversation intelligence and managed CX analytics, OmniAgent will empower FREESTYLE and its clients to deploy scalable, conversational AI-powered virtual agents that automatically deliver consistent, compliant, and results-driven customer interactions.

FREESTYLE, an existing CallMiner customer via Amplified Analytics, will initially use OmniAgent for outbound collections before expanding into inbound collections and additional automation use cases. By leveraging OmniAgent’s advanced, voice-first conversational AI capabilities – seamlessly integrated with CallMiner’s powerful conversation intelligence platform – FREESTYLE can ensure every virtual agent interaction is informed by omnichannel customer insights, enabling better real-time decision-making and demonstrable improvements in collection outcomes.

“CallMiner OmniAgent is setting the industry standard for intelligent conversational AI and virtual agents,” said Jeff Gallino, CEO and founder, CallMiner. “By combining CallMiner’s foundational intelligence and analytics capabilities with voice-optimized automation, we’re able to deliver human-like interactions – while abiding by strict organizational or industry requirements. This ensures organizations like FREESTYLE can better understand what to automate and achieve measurable results in their target applications, whether that’s collections, customer service, or another use case.”

For FREESTYLE, the decision to implement OmniAgent was driven by the need to handle complicated collection conversations. “Collections is one of the most complex and margin-sensitive sectors in customer engagement,” said Peter Sorrentino, President and CEO, FREESTYLE Telecom Technologies Inc. “CallMiner OmniAgent stood out for its ability to execute sophisticated interactions that other solutions on the market can’t, giving us and our clients the tools to engage customers effectively, increase collection liquidation rates, and ensure regulatory compliance at scale.”

Jerry Brace, FREESTYLE’s CTO, commented, “Working in concert with our global workforce of over 5,000 human agents, CallMiner OmniAgent is our default virtual agent-as-a-service offering, delivering scalable, compliant, and insight-driven collection programs that quickly adapt to changing business needs.” He continued, “as CallMiner OmniAgent is already embedded within the FREESTYLE platform, we provide a seamless onboarding-to-launch experience.”

CallMiner and Amplified Analytics will jointly develop and optimize call flows, helping FREESTYLE and their clients self-manage the OmniAgent solution. These data flows will allow Amplified Analytics, via managed services, to monitor intent accuracy, identify conversation patterns, and surface opportunities to refine call logic, compliance handling, and outcome performance. This approach ensures virtual agents are continuously learning from human and AI interactions to improve compliance, efficiency, and conversion outcomes.

“Many organizations struggle to launch conversational AI and virtual agent programs due to limited resources or technical expertise,” said Steve Wilton, President, Amplified Analytics. “By combining CallMiner OmniAgent with CallMiner’s industry-leading intelligence, we’re enabling clients like FREESTYLE to not only execute efficient virtual agent deployments, but also gain actionable insights across channels, improving compliance, enhancing CX outcomes, and accelerating digital transformation journeys through data-driven automation.”

Visit FREESTYLE and Amplified Analytics at RMA National Conference 2025, November 12 – 13, 2025. Steve Wilton will also be speaking on a panel on the future of AI and virtual agents on November 12.

For more information on CallMiner OmniAgent, visit www.callminer.com.

About CallMiner

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. CallMiner captures and analyzes 100% of omnichannel customer interactions, delivering deep intelligence to optimize processes, enhance agent performance, and automate workflows and conversations at scale. With advanced AI and industry-leading analytics, CallMiner helps organizations transform customer insights into operational efficiency, cost reductions, and faster, data-driven business decisions. CallMiner is trusted to improve CX for leading brands across technology, media and telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, X and Facebook.

About FREESTYLE

FREESTYLE Telecom Technologies Inc operates a secure Gig-Engagement Workforce Management platform for the call center industry – matching the needs of companies that need an efficient, educated, scalable on-demand workforce with a global network of multilingual, highly-proficient independent contractors. FREESTYLE offers its global workforce merged with powerful AI tools and digital agents – creating the best possible combination of humans and technology.

Using FREESTYLE, companies can scale immediately with zero cost of ownership in telephony infrastructure and engage an on-demand, dynamic global workforce with no cost of recruitment, hiring and no hourly wages, salaries, or benefits.

Download FREESTYLE – Live Agent at the App Store, or on Google Play, and Learn more about FREESTYLE and the FREESTYLE Workforce at www.freestyleteletech.com, or follow us on LinkedIn, X, Instagram and Facebook.

About Amplified Analytics

Amplified Analytics helps organizations drive CX, sales, collections outcomes, and digital transformation through data-driven intelligence. As a trusted CallMiner partner, Amplified applies its Amplified Intelligence™ methodology to guide clients through a structured transformation journey—starting with AutoQA, call driver analysis, and predictive QA, and advancing toward automated CX improvement and digital transformation. By uniting analytics, automation, and CX strategy, Amplified turns customer data into measurable business outcomes.