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While extracting intelligence about your brand is critical to your marketing efforts, one of your best sources of brand intelligence may be overlooked and unexploited. The conversations that take place hundreds or thousands of times each day between your employees and customers contain a wealth of brand insight. By effectively capturing and analyzing these conversations, you can improve corporate messaging, optimize campaigns, manage brand crises, and enhance brand sentiment.
Yet, capturing intelligence from customer conversations is no easy feat. Consumers have more channels and ways to engage with your brand ever before, making it difficult to capture and mine every conversation with every customer.
CallMiner provides an easy solution to this challenging task. The CallMiner Eureka platform captures and analyzes 100% of customer interactions at scale, allowing you to extract invaluable brand intelligence to improve customer satisfaction and drive brand loyalty and value.
Conversation intelligence technology combines the benefits of text analytics and speech analytics to deliver a comprehensive analysis of omnichannel interactions with customers. A conversation intelligence solution is ideal for the modern contact center, where employees communicate with customers through email, text, social media, chat, phone, and other channels.
Conversation intelligence technologies take the unstructured data that is trapped in these interactions and converts it to structured data that can be aggregated, searched, analyzed, and scored. The most powerful conversation intelligence solutions can analyze the emotion behind a speaker’s words to identify key drivers of behavior and sentiment.
By analyzing and revealing brand perception, conversation intelligence allows companies to proactively manage and enhance brand identity. Companies can more easily identify drivers of attraction and compare competitive brand perceptions with actionable insights.
CallMiner is the world’s leading platform for analyzing customer interactions across all channels at scale. As the global leader in conversation intelligence, CallMiner simplifies the task of extracting and analyzing brand intelligence based on the multitude of interactions that employees have with customers each day. Powered by artificial intelligence and machine learning, CallMiner’s automated business intelligence technology enables you to connect the dots between insight and action to drive greater brand intelligence and transformational change.
With CallMiner, you can analyze 100% of customer conversations across all channels, developing brand intelligence that delivers actionable insight. With dynamic, in-the-moment insights based on real-time analysis, CallMiner helps cut the turnaround time of traditional brand listening, enabling you to proactively keep your pulse on your brand and drive brand innovation.
With CallMiner, you can:
• Proactively manage and improve brand sentiment. Monitor and analyze changing brand sentiment on 100% of channels to track brand sentiment, identify trends, and facilitate brand crisis management.
• Improve the outcome of marketing campaigns. Test and analyze messages across channels and gauge campaign responses to inspire campaign ideas.
• Understand brand perception. Measure and analyze brand perception, drivers of attraction, and competitive threats.
The CallMiner Eureka platform provides comprehensive tools for monitoring and measuring interactions with customers and extracting brand intelligence.
• Analyze helps you better understand conversations with root-cause analysis to discover what matters most to customers. Omnichannel journey mapping scores performance, tags transcriptions with sentiment and emotion, and enables insights that drive business growth.
• Coach helps your team create a culture of persistent optimization to enhance customer experiences as well as agent performance. Automated scoring, data-based feedback, and progress monitoring enable continuous improvement.
• Alert uses AI and ML capabilities to provide agents with real-time guidance and next-best actions to turn around negative customer experiences.
• Capture gathers high-fidelity, speaker-separated audio that ensures the most accurate analysis of conversations. Encryption ensures greater security while an always-open API enables easy integration across platforms.
• Visualize helps you share the story of your data through interactive, easy-to-use interfaces. Easily drill down into the detail of a single agent or customer and connect the dots visually between insight and action.
• Redact automatically identifies and removes sensitive numeric data and personally identifiable information to protect customer privacy and ensure compliance.
• Record is a full-featured recorder that provides live monitoring and instantaneous feedback to produce accurate transcriptions and analytics.
• Screen Record empowers frontline customer agents and managers with screen recordings of customer interactions to drive greater insight into agent effectiveness and brand intelligence.
• Integrations with other platforms and solutions magnify the breadth and depth of analytics.
Trusted by the world’s leading organizations to deliver brand intelligence and insight, CallMiner has expertise that spans two decades and billions of hours of mining customer conversations. Our technology empowers organizations to decide intelligently, pivot quickly, and improve exponentially. With CallMiner, you can analyze interactions at the deepest level, interpreting nuance and identifying patterns that reveal new areas of opportunity.
The CallMiner Eureka platform provides insights that matter most along with value-added benefits.
• A Solution Catalogue offers pre-built analytics that minimize the time, effort, and costs required to uncover insight for particular business use cases.
• Language packs provide support for transcription, redaction, and speech analysis in multiple languages.
• A mono-to-stereo audio call recording converter provides speaker separation that parses customer and agent speakers for more accurate analytics.
• Accelerator is an intensive, personalized analyst training program that speeds onboarding.
• Playbooks offer step-by-step guidance for achieving ROI with CallMiner products.
• CallMiner Customer Connect provides access to an enthusiastic community of users as well as crowdsourced support and innovation.
Brand intelligence is the practice of collecting and analyzing data concerning the perception of audiences about a specific brand. Intelligence about a brand can be synthesized from a variety of sources such as customer feedback, mentions in social media, comments in blogs, and other sources. Brand intelligence can inform marketing communications, improve messaging, enhance customer experiences, and support business strategies.
Brand intelligence software, or brand experience software, enables an organization to automate collection and analysis of data as it strives to better understand how its brand is perceived by customers and prospects. Superior brand intelligence software may also offer a competitor intelligence platform that reveals information about customer perception of a brand in contrast with competitors.
One of the most effective ways to develop brand intelligence is by capturing, analyzing, and scoring 100% of conversations with customers across every channel. These conversations are typically full of insight into how individual customers feel about a brand. Understanding the voice of the customer at scale enables companies to create more personal, human connections that can improve customer satisfaction and enhance brand loyalty.
According to a Sitel Group+CallMiner Survey Report on Fraud and Customer Support, 55% of Americans would not continue doing business with a brand if they found out that brand does not use technology to monitor for fraudulent activities on their accounts.
CallMiner Eureka leverages AI and machine learning to produce richer brand intelligence and more meaningful product intelligence. By analyzing 100% of customer interactions on every channel, CallMiner delivers more meaningful product and brand feedback to accelerate performance improvement. Brand management teams rely on CallMiner to monitor changing brand sentiment, testing messages and analyzing drivers of attraction in the branded customer experience. CallMiner empowers product development management teams with actionable insights that can transform the product development process with greater visibility into what customers want and need. By analyzing and combining insight from thousands or millions of customer conversations, CallMiner empowers teams to refine product management strategy and optimize product experience management (PXM). With CallMiner, product development teams can monitor and improve every touchpoint on the customer’s product journey.