Waltham, MA, USA, Nov 2, 2021 -- CallMiner, a provider of conversation analytics to drive business improvement, announced major advancements across the CallMiner Conversation Analytics Platform with its Fall Release. With a focus on agility and flexibility, the Fall Release enables organizations to analyze and uncover insights from more customer conversations than ever before, driving enterprise-wide business improvement.
Organizations have been increasingly moving from on-premise to cloud-based platforms, particularly in the contact center, and the COVID-19 pandemic has only accelerated this digital transformation. The shift to remote business operations has changed how managers engage with their customer service representatives (CSRs), how CSRs communicate with customers, the channels in which customers use to connect with organizations, and more. Enhancements to the CallMiner platform enable organizations to navigate these new pressures, while staying agile and gaining intelligence from conversations they’re already having.
"CallMiner’s Fall Release affirms our commitment to delivering the most innovative and comprehensive products on the market," said Bruce McMahon, VP of Product, CallMiner. "Our new integrations with Contact Center as a Service providers enable our customers to more easily embrace real-time capabilities, like agent guidance and alerting. We’ve also introduced a new Solutions Catalogue filled with pre-built queries, scores and metrics that can be quickly browsed, activated and combined to rapidly return conversational insights that uniquely suit business needs. We’re excited to introduce these platform enhancements and empower organizations to drive greater business improvement from their conversation analytics programs than ever before."
"Changing market dynamics have only strengthened what CallMiner has always known – that organizations are having an increasing number of conversations with their customers across a range of channels, and that those interactions contain the insights needed to drive better customer experience, operational efficiency and business improvement," said Jeff Gallino, CTO and founder, CallMiner. "By continuing to innovate on and improve our platform, we’re empowering our customers to do just that. Our Fall Release makes it possible for organizations to get greater value from existing investments, achieve the flexibility to navigate an evolving industry, and unlock the intelligence contained in customer interactions at scale."
Posted by Veronica Silva Cusi, news correspondent
CallMiner 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.
Published: Wednesday, November 3, 2021
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