Putting Customer Conversations to Work in the Call Center

Customers have conversations with more than one department in your organization during the customer lifecycle journey. Once they move out of sales, they can interact with individuals in service, support, and even your billing departments. According to Ventana Research, the majority of these interactions take place via voice conversations, but other communication channels are gaining […]

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Check In On Key 2018 Trends in Contact Center & Customer Experience

Customer expectations are at an all-time high and today companies need to know what their customers want and deliver a positive customer experience if they are going to see success. While it seems simple enough, customer experience (CX) trends and expectations continue to change year after year.  Moreover, each new strategy claims to be the […]

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7 Ways of Using Speech Analytics To Shape Your AI Strategy

Contact centers are a vital part of ongoing business success. Agents are ultimately responsible for all interactions and delivering a positive customer experience. One wrong decision and they can turn a loyal customer into a customer of the past. In a recent survey, we asked how likely customer are to switch suppliers if they have […]

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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 […]

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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 […]

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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!  Along with speech analytics, it has the capability to not only process data, but predict insights and […]

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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 […]

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