CX Firm Humach Buys Voice Analytics Specialist

Texas-based, CX specialist Humach has acquired Albany, NY company Markets EQ, whose AI-powered voice analytics software is used by Wall Street firms and academia.

Humach (humans + machines) combines the expertise of human contact center agents with machine learning and digital agents, to promise businesses improved customer experience and streamlined transactions. Its solutions include mAI Pilot, a packaged solution using a combination of AI Agents and Digital Assistants to help enterprises in healthcare, utilities, financial services and retail improve CX.

Markets EQ brings together natural language processing and detailed voice analysis, pulling out insights it says were 'previously unattainable at scale': this includes analysis not just of words but also pitch, tempo, emotional resonance and subtle vocal cues to provide a complete picture of a speaker's emotional state. The company serves clients principally in financial services and academia, and is a source of alternative data for hedge funds.

The combination of the two firms positions Humach to address the $250 Billion Market for Agentic AI, according to its statement. Markets EQ will operate as an independent, wholly owned subsidiary, while its voice analytics is integrated with Humach's AI Customer Experience Platform. Markets EQ co-founder & CEO Sean Austin will serve as Chief AI Officer, co-founder & CFO Daniel Shields will serve as Humach CFO, and CTO Sam Debnath as the new parent's VP of Engineering. Other team members of Markets EQ will become part of the Product, Engineering and Design organization led by Austin.

Tim Houlne, CEO of Humach says the integration 'will empower our mAI Pilot platform to deliver even more personalized and insightful customer experiences, ultimately increasing client satisfaction and creating new opportunities for Humach in the market. Sean and Markets EQ literally pioneered this technology, and adding their voice analytics AI to Humach allows us to leap-frog existing market capabilities.'

'Markets EQ was founded in 2023 with a bold vision to reveal the hidden layers of meaning in financial communications through AI and voice analysis' says Austin (pictured). 'Fortune 1000 customers have already experienced the value of EQ infused into their investor relations workflows, and now we will infuse that same superpower into our enterprise AI / CX solutions and agentic workflows.'

Web site: www.humach.com .