Kansas City, MO, USA, Sept 21, 2021 -- Service Management Group (SMG), a global customer, patient and employee experience management partner, has expanded its partnership with conversation analytics provider CallMiner. The integration helps brands improve the contact center experience and end-to-end customer journey by combining omnichannel conversation data and AI-powered analytics with experience management data.
In collaboration with CallMiner, SMG is delivering context and new insights to customer experience programs by pairing speech and customer interaction analytics with real-time customer feedback in the smg360 platform. With conversation analytics available for every customer interaction, SMG and CallMiner are delivering a comprehensive view of the customer journey by measuring, summarizing and correlating perceived and actual experiences. By understanding key behaviors, processes, and actions that drive positive experiences, brands gain actionable insight to improve customer, reduce churn and drive revenue.
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"While contact centers contain a wealth of information relevant to the customer experience, traditional data silos often prevent programs from reaching their full potential," said SMG VP/GM of CX Solutions Charlie Moore. "Our partnership with CallMiner is helping brands tap into conversational feedback and connect the dots between customer interactions and the actions brands can take to improve the experience."
"With the right technology, brands can contextualize customer conversations and uncover key insights to drive better agent performance, customer satisfaction and overall business improvement," said CallMiner CTO and founder Jeff Gallino. "Partnering with SMG allows us to bring data from across the customer journey into a single platform so brands can easily and more effectively consume and explore CX data, quickly identify shortcomings and take action."
Posted by Veronica Silva Cusi, news correspondent
SMG (Service Management Group) partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries.
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: Friday, September 24, 2021
Combines knowledge management with call support as continue improvement.
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