Waltham, MA, USA, July 20, 2020 -- CallMiner, a provider of speech and customer engagement interaction analytics, announced Illuminate™, a new AI-driven search feature that makes it quick and easy for brands to discover, extract and act on insights from voice and text interactions with customers.
"Illuminate is, in simplest terms, a time saver. The frustrating hours or days of imagining how agents and customers might be speaking about a particular topic can be drastically shortened," said Nick Morrison, Customer Satisfaction Administrator at HomeAdvisor. "Its beautiful little light bulb cut our initial search time by almost 50% and surfaced suggestions we would never have thought of on our own. Better categories produced in a shorter amount of time – can’t get better than that!"
"Illuminate shines a bright light on powerful customer insights. We’re simplifying the process for analyzing customer and brand interactions, and in turn, making real-time agent guidance and strategic business-process transformation faster and more comprehensive," said Bruce McMahon, Vice President of Product at CallMiner. "This new AI-driven intelligence expands the ability for our customers to uncover previously-hidden insights and leverage the findings to enhance customer experience, sales, marketing, operations, contact center performance and more."
According to Nicholas Tully, Speech Analytics Analyst at AFNI, "This new feature has really lightened our work effort, empowering us to make greater progress with category building. With Illuminate, speech analytics just got a whole lot brighter."
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, July 22, 2020
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