Smarsh, a global leader in digital communications compliance, has acquired CallCabinet, a pioneer in AI-driven voice recording and analytics.
The acquisition is set to “revolutionize” compliance, risk management, and customer experience analytics, providing businesses with greater insights, enhanced regulatory protection, and AI-powered voice intelligence.
It comes as regulators worldwide tighten oversight on voice communications, with businesses facing over $4BN in fines for failing to retain and supervise interactions properly.
With CallCabinet’s advanced cloud-native call recording and AI-driven sentiment analysis, Smarsh expands its ability to help businesses meet compliance standards while unlocking new insight from customer conversations.
Why Is Voice Compliance a Game-Changer for Contact Centers?
Voice remains the most personal and high-value communication channel in customer interactions, yet many organizations struggle to capture, analyze, and act on voice data effectively.
As CX teams rely on AI-powered analytics to improve engagement, compliance technology is no longer just about regulation, it’s a critical tool for customer insights, service quality, and operational efficiency.
Kim Crawford Goodman, CEO of Smarsh, emphasized that this acquisition addresses both regulatory pressure and business intelligence needs.
“Our customers told us they need more than just digital communications compliance; voice is a critical part of the equation,” said Goodman.
With CallCabinet, we’re delivering a solution that helps businesses not only stay compliant but also gain deeper insights into customer sentiment, service quality, and emerging risks.
While Smarsh has been a leader in email, messaging, and collaboration compliance, voice compliance was a missing piece.
By integrating CallCabinet’s AI-powered speech analytics, real-time transcription, and call recording solutions, Smarsh may now provide an end-to-end compliance platform that covers every customer interaction, regardless of channel.
Watch UC Today’s Exclusive Interview with Smarsh’s CEO and CallCabinet’s Co-founder and CEO:
Impact on Customer Experience and Compliance Teams
AI-Powered Voice Compliance for CX Leaders
With this integration, businesses in customer-centric industries—such as financial services, healthcare, insurance, and retail—will benefit from:
- Seamless voice compliance integrated into existing customer communication platforms, including Microsoft Teams, Zoom, Cisco, and Avaya.
- AI-driven speech analytics that captures customer sentiment, compliance risks, and quality assurance issues in real time.
- Automated voice transcription, making voice data as searchable and actionable as digital communications.
“Organisations need compliance tools that go beyond risk mitigation,” said Ryan Kahan, CEO and Co-founder of CallCabinet.
“With Smarsh, we’re bringing voice data into the center of CX intelligence, helping businesses improve both compliance and customer satisfaction in a single platform.”
One Platform for CX and Compliance Oversight
Smarsh’s expanded platform now enables:
- A unified compliance and CX analytics solution, integrating email, chat, and voice interactions into one system.
- Proactive regulatory risk detection, ensuring businesses stay ahead of compliance violations before they become costly fines.
- Enterprise-grade AI insights that help CX leaders monitor agent performance identify training opportunities and enhance customer interactions.
“We’re redefining voice compliance as an essential CX tool,” said Goodman.
This isn’t just about avoiding fines—it’s about using AI-powered analytics to improve every conversation, whether that’s in a contact center, financial institution, or healthcare provider.
The Competitive Advantage: AI-Powered Voice Intelligence
The acquisition cements Smarsh’s position as the most comprehensive provider of compliance and voice analytics solutions.
“In today’s digital-first world, businesses can’t afford to treat voice compliance as an afterthought,” said Kahan. “Customers expect seamless, secure, and AI-powered engagement—this partnership ensures businesses can deliver that while staying ahead of regulatory requirements.”
Smarsh now offers the industry’s widest compliance coverage, supporting:
- Over 100 digital communication channels
- Cloud-native AI voice recording and analytics
- Automated compliance monitoring across voice and text-based channels
Next Steps for Businesses Using Smarsh and CallCabinet
Smarsh has a track record of rapidly integrating acquisitions, having successfully incorporated eight companies in the last eight years.
- CX teams will immediately benefit from enhanced voice capture and sentiment analysis tools.
- CallCabinet customers will now receive global 24/7 support, ensuring seamless service delivery.
- Full integration into the Smarsh platform is expected within months, allowing businesses to manage all CX interactions and compliance risks in one place.
“We’re moving fast to deliver on the full potential of this acquisition,” concluded Goodman. “Businesses can expect significant advancements in AI-driven compliance, voice analytics, and risk management—helping them turn compliance from a challenge into a competitive advantage.”
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