Waltham, MA, USA, May 4, 2020 -- CallMiner, a provider of artificial intelligence (AI)-fueled speech and customer interaction analytics, announced the launch of its CallMiner Analytics Rapid Evaluation (C.A.R.E) assessment, which provides an automated snapshot of how the coronavirus is impacting an organization through voice of the customer and work-from-home voice of the employee agent insights.
"At CallMiner, we recognize our unique ability to help businesses better understand and serve their customers in a time where customer experience and connection is critical," said Paul Bernard, CEO of CallMiner. "It’s our duty to assist all brands – clients or not – and aid them with the insights needed to respond to their customers and shift business strategy throughout this pandemic."
The C.A.R.E assessment – which is offered at no cost and for humanitarian reasons – will empower organizations with actionable intelligence by analyzing 1,000 hours of their contact center recordings and applying categorized analysis from data that CallMiner has been mining since the start of the pandemic.
Sponsor message - content continues below this message
2021 '16th annual' Global Contact Center World Awards CLOSING SOON!
Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar
Content continues ….
According to Gartner, "Now more than ever, it’s important to know what customers feel and do, and why. Set voice of the customer (VoC) programs to listen for references to COVID-19 or other shifts."1
CallMiner also recently announced development of its Coronavirus Think Tank – a collaborative forum that allows contact center and speech analytics leaders to actively work together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact center.
1Gartner, "Adapt Your Marketing Strategy for COVID-19," March 17, 2020.
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, May 6, 2020
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.