#contactcenterworld, @CallMiner, @Genesys
Waltham, MA, USA, Aug 22, 2022 -- CallMiner, a provider of conversation intelligence to drive business improvement, announced new integrations with Genesys Cloud CX and Amazon Connect, enabling organizations to gain quick, seamless access to real-time analytics capabilities within existing or future Contact Center as a Service (CCaaS) deployments.
Today’s contact centers are adopting CCaaS more rapidly than traditional on-premise solutions to better meet their changing needs. With these new integrations, organizations can more effectively leverage CallMiner’s platform, based on live voice audio availability.
"At CallMiner, we are constantly evolving our platform based on the market and changing customer needs," said Paul Bernard, President and CEO of CallMiner. "The new integrations with Genesys Cloud CX and Amazon Connect help customers take advantage of their CCaaS investments, as well as realize the value of CallMiner’s conversation intelligence platform and real-time analytics capabilities. By building on our breadth of CCaaS integrations, we’re helping organizations reduce agent churn, improve customer satisfaction and increase revenue."
The integrations with Genesys Cloud CX and Amazon Connect are the latest in CallMiner’s real-time integrations ecosystem, which also includes Five9 VoiceStream and LiveVox Shadow Audio.
#contactcenterworld, @CallMiner, @Genesys
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com
About CallMiner:
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.
About Genesys:
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Wednesday, August 24, 2022
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