CallMiner Named a Leader in AI-Fueled Speech Analytics

Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018. This new report was Forrester’s first ranking and assessment of the emerging AI-driven speech analytics market. Being recognized by Forrester as a Leader in this new report is an honor that […]

Read More

The Machine Learning “Okey Dokey” Hypothesis

We’re always looking for new ways to incorporate machine learning into speech analytics. While experimenting with some from scikit-learn, an open-sourced python toolkit, my observation was that some models worked particularly well on our speech data. With successful models for distinguishing sales calls from service calls and the agent half of a transcript from the […]

Read More

The Role of AI in Customer Experience [Infographic]

It seems like everyone is talking about artificial intelligence (AI) and how it is effecting our lives at home, at work, as well as how we communicate, shop and consume media. And AI is changing the customer experience!  With the capability to not only process data, but predict insights and drive business decisions, AI will […]

Read More

Interaction Analytics Can Help Turn Your Call Centre Into A Predictions Centre

Technology developments move so quickly that it’s easy to miss out on improvements that could make a real difference to business performance. Artificial Intelligence (AI) and Machine Learning (ML) probably fall into this category. The recent CallMiner and IPI Contact Centre Performance Summit highlighted that contact centres could be missing out on these valuable uses […]

Read More