CallMiner Product Innovation Series: October 2022

Welcome to the second installment of our Product Innovation Series. We’ve had another busy month of product development, and I’m excited to share a few of the highlights from release 2022.10. In particular, we’re delivering some impressive Coach enhancements, additional language support for our Solutions Catalogue, screen capture ingestion and playback, and more.

I’m also excited to share more about our product roadmap, where we’re making bets and investments, and how we’re continuing to deliver the most innovative conversation intelligence platform at LISTEN 2022 next week. If you’re a CallMiner customer, partner or prospect, there’s still time to register.

CallMiner’s Solution Catalogue is now available in Italian

As you heard last month, we’re continuing to make investments aimed at better supporting international languages and I look forward to sharing more of those updates as they’re delivered. Within the 2022.10 release, we’ve made the CallMiner Solution Catalogue available in Italian, allowing customers who have Italian-speaking customer-facing teams to get more value, faster, out of CallMiner. I believe that these language support enhancements are critical to expanding our opportunity with both current and future customers who are mining customer conversations in Italian.

New insight assignment features in Coach

Today’s leading organizations understand the incredible value that quality frontline agent coaching brings to improving both operational efficiency and customer experiences. By continuing to invest in our Coach product, we’re helping our customers achieve that.

A new feature within Coach now makes it possible to assign an ‘Insight Type’ to interactions. This allows supervisors to clearly capture what they are coaching on and drive more effective measurement and reporting. For business leaders outside of the contact center, like HR, the feature enables them to understand performance as it relates to reviews and merit increases. You can expect to see more enhancements focused on 'coaching the coach' in future releases.

Screen capture ingestion and video playback

Following CallMiner’s acquisition of OrecX last year, we’ve been working to tightly integrate our products so customers have a seamless experience and can get more value out of their investments. With our latest release, we’ve enhanced our screen and video playback within Coach and Analyze for a better, more cohesive user experience.

Within Coach, we’ve enhanced the Coaching interface to facilitate playback of Screen Record’s agent desktop recordings with our existing audio playback. This will allow supervisors a synchronized view of the agent screen while reviewing the call audio and transcript. This additional insight allows supervisors to quickly identify possible areas for agent improvement, increase overall agent efficiency by enhancing onboarding, training, and coaching, as well as identify system latency and errors. We’ve also improved our multi-party video playback experience in both Coach and Analyze to support playback of meetings with up to 255 participants.

There are even more product updates to come before the end of the year. I look forward to sharing details with our attendees at LISTEN and in this space as they become available to our customer base.