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News : CallMiner Named a Leader in Real-Time Revenue Execution Platforms Report by Forrester

#contactcenterworld, @CallMiner, @forrester

CallMiner, a provider of conversation intelligence to improve customer experience (CX), announced that Forrester Research identified the company as a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report.

The CallMiner platform received the highest scores possible in 12 criteria within the current offering category, including: interaction capture: omnichannel, interaction capture: contact center as a service (CCaaS) integrations; post-call reporting: sales measurement, post-call reporting: static insights, post-call reporting: dynamic insights, post-call reporting: sentiment analysis; coaching: seller self-coaching, coaching: manager coaching, and more.

The report states, "CallMiner has gained a deep understanding of how to convert insights from customer conversations into positive buyer experiences and revenue growth." Additionally, "The depth of insights within the platform is where CallMiner shines. Its Emotion Solution Suite can apply differing weights and thresholds and layer emotion content to create unique visibility into growth opportunities. These sentiment capabilities are far ahead of others evaluated. Coaching is another area where CallMiner stands out. Its ‘Coach’ product which provides managers with coaching specific workflows to improve seller performance."

In the strategy category, CallMiner received the highest score possible in the partner ecosystem criterion. According to the report, "The heart of [CallMiner’s] strategy is a partner ecosystem that enables the platform to connect buyers to a network of experts who can help them identify and deliver growth within the call center."

The Forrester report also states, "CallMiner leverages foundational capabilities to stand out with revenue teams…[it’s] well-suited for companies looking for a call center platform that provides the insights and guidance needed to improve sales performance."

"Being able to take advantage and improve revenue-driving opportunities is a critical function of any inbound or outbound contact center," said Jeff Gallino, CEO, CallMiner. "For CallMiner to be recognized as a Leader in this report proves, in our opinion, how the insights uncovered by our platform are moving the needle for organizations, helping them enhance seller performance, increase cross-sell and upsell opportunities, and improve the bottom-line. We believe this placement also affirms our excellence in driving value for our customers in the use cases that matter most to them."

#contactcenterworld, @CallMiner, @forrester


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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About Forrester:
Company LogoForrester Research is an independent technology and market research company that provides advice on existing and potential impact of technology, to its clients and the public.
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Today's Tip of the Day - Making It Easy For Customers To Contact You

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Published: Friday, May 10, 2024

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