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Collecting data for brand intelligence has traditionally been a time-intensive and complex task. Developing intelligence on a competitor’s brand has often involved a manual review of websites and social media, or extensive research into product offerings, pricing, market moves, and external messaging. To understand a brand’s strengths and weaknesses in the mind of customers, brand teams have often had to spend hours listening to customer calls with contact center agents.
Automated business intelligence platforms offer a more efficient way to gather data and monitor brand KPIs. By automating tedious tasks, automated systems free up brand marketers to spend more time analyzing data and less time collecting it. Truly superior automated solutions rely on conversation intelligence to capture and analyze not just a fraction of calls with customers, but every single customer interaction across every channel: phone, chat, email, SMS, social media, surveys, and more.
As a global leader in conversation intelligence technology, CallMiner offers a powerful yet easy-to-use platform for analyzing 100% of omnichannel customer interactions at scale.
Conversation intelligence technology uses AI and machine learning to capture and analyze audio and text-based interactions with customers. These conversations are vital for brand intelligence because they contain a wealth of unsolicited comments, both positive and negative, about your company and competitors. By converting the unstructured information in customer conversations into structured data that can be searched and analyzed, conversation intelligence gives your brand marketers unparalleled visibility into the customer mindset as well as brand awareness, sentiment, perception, and loyalty.
Automation is the key to a superior platform. The right technology must automatically capture and analyze every conversation, using deep neural networks and machine learning to achieve extraordinary levels of transcription accuracy. To understand customer sentiment and the emotion behind decisions, a conversation intelligence platform can automatically merge keyword and phrase identification with metrics on word tempo, silence, agitation, and topic mapping. Insights can be automatically shared with teams throughout the business to drive performance improvement.
CallMiner Eureka offers the industry’s most comprehensive platform for analyzing omnichannel customer interactions at scale. By revealing deeper insight from customer interactions across all channels, our platform delivers the brand intelligence that businesses need to create greater competitive differentiation. No other platform delivers the tools and capabilities to drive enterprise-wide value and brand innovation.
Eureka delivers automated business intelligence and insights that matter most, faster than any other solution on the market. For brand marketers, business intelligence products from CallMiner make it possible to:
• Improve campaign strategy and execution. Eureka’s automated business intelligence makes it easy to test and analyze messages and channels with target audiences to improve campaign outcomes. Marketers can analyze effectiveness by evaluating customers’ reactions to each campaign.
• Inform the Voice of the Customer. By enabling every customer conversation to be captured and analyzed, CallMiner improves the accuracy and relevance of Voice of the Customer programs.
• Optimize crisis communications and management. Eureka provides real-time insight into brand sentiment and perception, enabling crisis management teams to get a clear read on potential issues and concerns before they become full-blown crises.
• Achieve greater personalization. By revealing what customers want and need in greater depth, CallMiner’s automated business intelligence facilitates more accurate customer touchpoint mapping to ensure more personalized interactions and more exceptional experiences.
• Stay ahead of evolving brand sentiment. As new messaging, products, and events cause the customer’s perception of a brand to evolve, CallMiner Eureka helps brand managers to keep a pulse on the health of the brand. Eureka can also function as a competitor intelligence platform, providing brand teams with clear picture of competitive threats and opportunities.
CallMiner Eureka provides all the tools required to capture and analyze omnichannel customer interactions and harness insight from automated business intelligence. Solutions on the Callminer platform include:
• Analyze. By automating the capture and analysis of 100% of customer interactions, CallMiner Analyze helps extract meaningful insights from unstructured data to drive action and brand strategy.
• Coach. Supervisors rely on CallMiner coach to help monitor, understand, and optimize agent performance at scale. Coach reveals rich behavioral insight for every interaction and pinpoints the most impactful coaching moments.
• Alert. To drive better outcomes, CallMiner Alert notifies agents and supervisors when conversations are escalating and when customers are at risk of churn. Real-time guidance and next-best action suggestions help to turn around potentially negative conversations.
• Visualize. Stakeholders can explore conversation intelligence data visually with CallMiner Visualize, a tool for creating powerful and shareable presentations that tell data stories in big pictures as well as impactful details.
• Redact. To ensure compliance and protect customer privacy, CallMiner Redact automatically removes sensitive data and personally identifiable information from text-based and audio conversations.
• Record. CallMiner offers a full-featured recorder in Record, delivering live monitoring and instantaneous playback with high-quality stereo to improve transcription and analytics.
• Screen Record. By providing deeper insight into every aspect of agent and customer interactions, CallMiner Screen Record empowers front-line agents and managers to improve the customer experience.
CallMiner is trusted by the world’s leading organizations in industries such as finance, retail, healthcare, insurance, travel, hospitality, and more. With technology built on two decades of innovation and billions of hours of customer conversations mined for intelligence, CallMiner Eureka delivers insights that matter most, faster than any other solution on the market.
By revealing meaningful insight from customer interactions, we help companies access the automated business intelligence they need to make better decisions. Our platform analyzes interactions at the deepest level, identifying patterns and understanding nuance to reveal new areas of opportunity.
With powerful products and hands-on guidance, our customers can transform their business intelligence capabilities from siloed information-gathering to a deep understanding and powerful action.
Business intelligence uses advanced technologies to collect and analyze a rich array of information about a business and its competitors, enabling leaders to make more data-driven decisions. Business intelligence may comprise disciplines and methods that include data mining, benchmarking, statistical analysis, data visualization, visual analysis, and more.
Automated business intelligence eliminates the manual, time-intensive processes of collecting and analyzing business data. Automated business intelligence speeds time to insight and enables companies to achieve competitive advantage more easily.
Conversation intelligence uses AI and machine learning to analyze text-based and audio conversations with customers to better understand what they want and need from a brand. Conversation intelligence can determine both the meaning of a speaker’s words and the emotion and sentiment behind them to reveal deeper insight into the mindset of customers and the motivations driving their behavior. By converting unstructured information in conversations into structured data, conversation intelligence enables businesses to aggregate and analyze information to identify patterns, trends, anomalies, and opportunities.
We use proprietary systems along with CallMiner AI-driven speech analytics, which is a big part of our business intelligence process. It provides us with actionable insights that improve our relationships with our clients, and provides our clients with insights that improve their relationships with their consumers, increasing lifetime value and revenue.
VP of Contact Solutions, DoublePositive
