Today, we’re proud to share that Forrester Research has named CallMiner a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report. We believe this recognition validates CallMiner’s focus on innovation for a range of conversation intelligence use cases, including customer service and revenue, which is a critical, competitive differentiator in today’s crowded technology landscape.

We know that many of our customers invest in our platform for support in more than one area – from customer service to customer experience (CX) to sales effectiveness and performance. Our breadth of capabilities – many of which are based on AI, NLP and other advanced technologies – means those organizations get access to the insights needed to make improvements and drive business value across use cases, with the power to scale and grow with their businesses.

Driving revenue opportunities when it matters the most

Today’s revenue leaders are focused on helping their teams capitalize on opportunities to improve the bottom line, whether that’s increasing cross-sell and upsell conversions, preventing customer churn, acquiring new customers, or more. The truth is, these ‘transactional’ sales most often occur in inbound and outbound contact and customer service centers. Organizations require the ability to identify agent behaviors that contribute to acquisition (or churn), effectively connect sales to marketing campaigns, improve the buyer experience, and more.

The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 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 provides managers with coaching specific workflows to improve seller performance.”

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 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.”

Continued AI innovation to support our customers’ evolving needs

The report continues, “Reference customers appreciate the [CallMiner] platform and its ability to support and improve seller performance.” And that’s something the CallMiner team never loses sight of. We focus on delivering a platform that meets the needs of our customers, and we know that those requirements are ever-evolving.

That’s why we’re not slowing down on innovation. The report describes our strong vision and roadmap, and how we’re providing a path to increase our AI capabilities. In fact, we recently announced an extensible framework, on which many of our new AI features are built, that will accelerate development and delivery of future generative AI capabilities. This innovative framework will give organizations even more control over their generative AI outputs, including the ability to monitor and control how large language models (LLMs) are used in service of their business.

This focus on agility and responsibility ensures our customers can take an ROI-first approach to AI, and we believe it will translate into transformational growth across all contact center and CX initiatives.

To learn more about CallMiner’s capabilities to drive seller performance and revenue opportunities in the contact center and beyond, view The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report here.