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News : CallMiner Advances AI-Powered Conversation Intelligence Platform with New and Enhanced Capabilities

#contactcenterworld, @CallMiner

Waltham, MA, USA, Nov 7, 2023 - CallMiner, a provider of conversation intelligence to drive business performance improvement, has announced new and enhanced features in the CallMiner platform. New capabilities revealed at CallMiner’s annual LISTEN user conference expand on the company’s continued artificial intelligence (AI) innovation over the past year, including recent generative AI enhancements such as an in-platform conversational assistance help bot, omnichannel AI-based contact summarization and more.

According to CallMiner’s recent 2023 CX Landscape Report, while the vast majority of organizations intend to invest in AI solutions in the next 12 months, 44% of customer experience (CX) and contact center leaders revealed they were unsure of which AI technology would best meet their business needs for CX.

"Given the massive scale of structured and unstructured data that many organizations are collecting and analyzing via their customer service centers and other sources, AI-powered technologies offer a wide range of potential benefits," said Jeff Gallino, CEO and co-founder, CallMiner. "CallMiner’s recent platform enhancements are focused on meeting specific organizational needs and challenges, and ultimately delivering meaningful outcomes and transformational results for our customers."

"Our innovation over the past year, including these new and enhanced features, affirm CallMiner’s depth of analytics and position as a leader in AI in the conversation intelligence industry," said Bruce McMahon, Chief Product Officer, CallMiner. "AI has always been at the center of the CallMiner platform, and I’m proud to continue to deliver AI-driven capabilities that prioritize ease-of-use, cross-departmental value and overall ROI for our customers."

New and enhanced features will be available by Q1 2024.

#contactcenterworld, @CallMiner

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About CallMiner:
Company LogoCallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
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Today's Tip of the Day - Service Standards

Read today's tip or listen to it on podcast.

Published: Wednesday, November 8, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
 

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