Waltham, MA, USA, Aug. 10, 2020 -- CallMiner, a provider of artificial intelligence-fueled speech and customer interaction analytics, announced a partnership with Intradiem, a workforce automation solution that delivers results while improving both agent engagement and the customer experience. The new partnership enables contact centers to raise the bar for customer satisfaction and agent quality management by automatically triggering intelligent actions from voice and text interactions
"Intradiem’s real-time workforce automation platform paired with CallMiner’s behavioral analytics enables customers to take immediate action on insights," said Matt McConnell, CEO of Intradiem. "Leveraging Intradiem’s real-time capabilities reduces the time from identifying an issue and subsequently addressing that issue."
"CallMiner’s ability to reveal insight from every interaction empowers organizations with behavioral intelligence that compels action with confidence", said Paul Bernard, president and CEO of CallMiner. "Our partnership with Intradiem will enable contact centers to apply our persistent pulse of customer and agent omnichannel insight with Intradiem automation to more effectively improve agent performance, customer experience and the entire enterprise."
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.
Intradiem is a complete Intraday Automation solution provider for frontline workforces including Contact Center, Back Office and Retail. The SaaS-based solution automates intraday management and real-time processes and turns frontline workforces into real-time workforces that can adapt and respond to changing conditions and events throughout the day. The result is a more agile frontline workforce that can adjust in real-time to deliver a dramatically better and more consistent customer experience at reduced cost. Over 250,000 frontline workers use Intradiem's solution every day.
Published: Tuesday, August 11, 2020
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