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As you strive to improve your customer brand experience, you may be missing a significant source of insight: the hundreds or thousands of conversations your customers have with your employees every day. In these interactions, customers frequently offer the kind of raw and unsolicited feedback on brand experience that is pure gold for marketers and brand management teams. That’s why savvy CMOs are turning to AI and ML-powered technology to collect and analyze conversations with customers that take place over the phone, through email, in chats, on social media, and in a variety of other channels.
CallMiner Eureka is the global leader in conversation intelligence technology, providing a platform with tools for analyzing omnichannel customer interactions at scale. With CallMiner, you can extract insight about brand sentiment from every customer conversation while providing agents with tools they need to improve brand and customer experiences.
Personalization is one of the most powerful tools for enhancing a branded customer experience. Customers’ expectations are high for personalized communication across all channels, and they’ll quickly abandon interactions that don’t offer the experience and personalization they feel they deserve.
Despite this fact, nearly two thirds of digital marketing leaders report that they continually struggle with personalization efforts. Conversation intelligence technology can help by delivering the capabilities to capture and analyze conversations across all channels, even when those channels aren’t connected or integrated.
By using conversation intelligence to understand the brand experience at every touchpoint, you can:
• Track how your brand, products, services, and communications are perceived by customers.
• Determine where customers are experiencing friction in their journey and how the brand experience can be improved at specific touchpoints.
• Identify opportunities for reaching customers with content and brand interactions at key pain points.
CallMiner Eureka is the most comprehensive platform for analyzing interactions across every channel where customers engage with your employees. Powered by artificial intelligence and machine learning, Eureka captures 100% of conversations, analyzing and scoring them to provide deeper insight into brand sentiment as well as the needs, wants, and emotions that drive customer behavior. Eureka analyzes interactions at the deepest levels, understanding nuance and identifying patterns that provide clearer insight into the brand experience and new areas of opportunity to engage customers.
The CallMiner platform comprises a comprehensive set of solutions for analyzing customer conversations. With Eureka, you can:
• Transcribe, analyze, categorize, and score text and audio-based interactions. Eureka converts the unstructured information in customer interactions into structured data to facilitate AI-driven search and organic discovery.
• Visualize data about the brand experience in shareable, graphic presentations that demand attention and encourage action within and beyond the contact center. Users can see the big picture story or drill down into details of agent performance, process challenges, customer behavior, and other root cause indicators
• Automatically alert agents and supervisors when a conversation is at risk of a negative outcome or when a customer is at risk of churn. Eureka provides next-best action guidance to help agents resolve customer issues more effectively.
• Optimize agent performance at scale by monitoring conversations with deeper understanding into agent and customer interactions. Identify performance trends, target behavior for guidance, and create a persistent culture of improvement.
• Improve the accuracy of transcriptions with high-fidelity, speaker-separated audio.
• Redact sensitive data automatically from text and audio-based conversations.
• Improve transcription and analytics with a full-featured recorder that enables live monitoring and instantaneous playback.
• Enhance agent performance with a screen recorder that delivers greater visibility into every aspect of interaction between agents and customers.
By revealing meaningful insight and collecting brand feedback from customer conversations at scale, CallMiner enables your brand management teams to make more informed decisions that can improve the brand experience. With the CallMiner brand experience software solution, you can:
• Gain a deeper understanding of how your brand is perceived and experienced by customers.
• Analyze strengths, weaknesses, threats, and opportunities related to brand experience.
• Measure and analyze drivers of brand attraction as well as experiences that result in negative brand sentiment.
• Compare brand awareness, brand attributes, and brand sentiment against competitors’ brands.
• Use artificial intelligence to uncover the actions and associations that make your brand top of mind with consumers.
CallMiner is trusted by the world’s leading brands in a broad range of industries, including retail, healthcare, financial services, insurance, hospitality, travel, and more. No other technology offers a deeper understanding of brand awareness and customer sentiment that can drive business outcomes.
The CallMiner platform is built on two decades of innovation and conversation intelligence as well as billions of hours of mining customer conversations for insight. As the most powerful platform for analyzing conversations at scale, CallMiner delivers benefits that can drive transformational change.
Faster time to improvement
With AI-driven search features, unmatched accuracy, and real-time and post-call analytics, CallMiner helps companies take action to quickly improve brand experience.
Clear insight into what matters most
By autoscoring conversations, correlating data across multiple channels, and categorizing conversations for effectiveness and emotion, CallMiner provides a clear sense of what customers want most from your brand.
Dedication to success
CallMiner provides a dedicated support team for every account. Our active customer community, CallMiner Customer Connect, provides valuable support and crowdsourced innovation.
Brand experience is the impression that customers have of a brand. It’s the collection of all the feelings, reactions, and opinions that result from exposure to a brand and its products, services, people, and messaging.
Positive experiences with a brand can lead to higher sales, greater customer loyalty, and higher customer retention. Evaluating and measuring brand experience enables companies to understand the drivers of positive and negative experiences, providing a roadmap for ways to improve customers’ interactions with the brand.
Traditional methods for measuring experience with a brand include focus groups, surveys, and social media monitoring. But these techniques ignore an enormous source of potential brand feedback: the daily conversations that customers have with employees and customer service agents. A conversation intelligence platform can capture and analyze 100% of customer interactions across all channels, providing companies with a deeper and comprehensive understanding of the brand experience.
We have been able to use the CallMiner platform to help us meet our organizational goals and focus more on customer experience.
Analyst, Mid-Market Organization (50 - 1,000 employees)
CallMiner is the global leader in conversation intelligence to drive business performance improvement. With the ability to capture and analyze 100% of omnichannel interactions, the CallMiner Eureka platform powers brand and product feedback management to deliver a deeper understanding of customers, enhancing the brand experience and improving product planning and development. With CallMiner’s business intelligence products, teams can monitor brand awareness and brand sentiment in real time to identify drivers of attraction, monitor campaign responses, and compare competitive brand perception. In new product development, CallMiner’s feedback management software delivers insights from customer conversations to drive innovation and improvement in the new product development process. By monitoring and analyzing customer interactions at scale, CallMiner serves as an always-on focus group to optimize the product experience.