#contactcenterworld, @CallMiner, @Microsoft
Waltham, MA, USA, Sept 28, 2021 -- CallMiner, a provider of conversation analytics to drive business improvement, announced it is enabling organizations to use the power of the CallMiner Eureka Platform with Microsoft Azure Speech to Text as a unified solution.
Azure customers now have access to CallMiner as an out-of-the-box call center analytics solution via the Microsoft Azure Marketplace, allowing Microsoft audio-to-text transcriptions of contact center interactions to be ingested by the CallMiner AI-powered platform both in real time and batch (post call).
Azure customers can also use their existing Azure credits, as part of the Azure Consumption Commitment (MACC), to acquire CallMiner with Azure Speech to Text.
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Together, CallMiner and Azure Speech to Text empower organizations to transform unstructured contact center data into meaningful insights to improve performance, customer experiences and operations enterprise-wide.
"The interactions that organizations are having with customers are increasing in volume and complexity, making it difficult to identify critical trends and opportunities for improvements at scale," said Jeff Gallino, CTO at CallMiner. "By combining CallMiner’s best-in-class conversation analytics platform with Microsoft’s speech recognition solution, organizations can get even more value out of their existing tools and gain deep understanding into customer conversations they’re already having. With the right insights, not only can companies empower contacts centers to improve customer experiences and agent performance, but they can also make better business decisions across every department."
"In today’s business world, where organizations are having an increasing number of conversations across a range of channels, our mutual customers rely on analytics capabilities like CallMiner’s to gain intelligence into what is being said in those interactions," said Bharat Sandhu, senior director, Azure Data + AI, at Microsoft. "We’re looking forward to seeing how Microsoft customers will use CallMiner alongside Azure Speech to Text to turn insights from spoken conversations into action."
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.
At Microsoft, we're motivated and inspired every day by how our customers use our software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what's most important to them. We are committed long term to the mission of helping our customers realize their full potential. Just as we constantly update and improve our products, we want to continually evolve our company to be in the best position to accelerate new technologies as they emerge and to better serve our customers.
Published: Wednesday, September 29, 2021
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