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Companies in every vertical are focused on delivering better customer experiences. Understanding the customer journey is a great place to start. By mapping points of interaction across channels, you can gain a better view of the many paths that lead your customers to greater engagement and conversion – or cause them to abandon your business for a competitor.
Even more important than charting the many steps on a customer journey map is understanding how customers feel about those interactions. Which customer journey touchpoints are improving their perception of your brand, and which are driving them to look for satisfaction somewhere else? Which interactions leave them impressed with your customer service? Which confuses them to the point of frustration? Understanding your customers’ opinions and emotions about their experience with your brand is the most effective way to enhance the customer journey.
The CallMiner conversation analytics platform can help you answer critical questions that can lead to a better customer journey. With AI-powered analysis of every customer interaction, CallMiner delivers deep insight into the mind of your customer.
The customer journey spans a large number of touchpoints – including first contact, engagement with offers, calls to the contact center, first sale, and post-sale follow-up and customer support. Improving the customer journey requires you to understand how successful each of these interactions is at delighting your customers and heightening their perception of your brand.
A conversation analytics solution can help by automating the collection and analysis of vast amounts of data from every customer interaction across every channel. Your customers provide lots of clues and outright signals about their opinion of your brand in calls to the contact center as well as email, chat, social media, websites, and SMS interactions. With powerful customer journey analytics technology, you can analyze and score these conversations to better understand your customers’ opinions and how they feel about each step of the journey.
Armed with this information, you can adjust improve interactions that are creating frustration and address shortcomings in products, services, brand messaging, customer service, and communications. That’s where CallMiner can help.
CallMiner is the global leader in conversation analytics that drive business improvement. With solutions powered by AI and machine learning, the CallMiner analyzes the details of customer conversations to help you connect the dots between interactions, insights, and actions.
The CallMiner Eureka conversation analytics platform analyzes interactions at the deepest levels, interpreting nuance and identifying patterns and traits that provide sharper insight into the mind and behavior of your customer. Eureka makes it possible to analyze 100% of customer conversations, delivering unprecedented visibility into every step on the customer journey.
With conversation analytics from CallMiner, you can:
• Gain omnichannel visibility. Capture and analyze customer interaction across all channels.
• Improve the user experience. Extract meaningful insights from unstructured data to drive action that enhances CX.
• Enjoy enterprise scale. Act on insights to drive performance and enhance operations enterprise-wide.
• Automate customer journey mapping. Improve your understanding of customers’ behavior and opinions with automated tools for customer journey visualization and mapping.
• Understand what drives your customers’ behavior. Emotion and sentiment analysis provide deeper insight into how your customers feel about and respond to every interaction.
The CallMiner Analyze product is the mission control center of your customer journey analytics. With the ability to automatically analyze and score 100% of calls, chats, and email as well as interactions on social media, websites, and SMS, Analyze turns every customer interaction into valuable business intelligence.
Analyze delivers the tools to:
• Automatically transcribe speaker-separated text from interactions.
• Categorize data with tools that enable you to search, share, and discover from a single location.
• Score every conversation with automated metrics that track performance and identify emotion throughout the customer journey.
• Rely on unsupervised machine learning to auto-correlate conversational insight.
• Identify, prioritize, and report on insights that matter most to various departments and leaders.
• Gain visibility into individual and aggregated contact center agent performance through score comparisons and heat maps.
As a global leader in conversation analytics, CallMiner provides the industry’s most comprehensive platform for analyzing customer interactions at scale across all channels. Our technology expertise spans nearly two decades and billions of hours of conversations mined. That’s why our technology is trusted by the world’s leading organizations across retail, financial services, healthcare, insurance, travel, hospitality, and other industries.
Our customers benefit from automation, turnkey integrations, and value-added benefits that include:
• Solution packs with pre-built use cases with proven topic-based content for instant insight and rapid time-to-value.
• Language packs that support multiple languages for transcription, redaction, and speech analysis.
• Speaker separation technology with a mono-to-stereo audio call recording converter that enables analytics to be parsed by customer and agent speakers.
• Accelerator, our intensive and personalized analyst training program.
• Playbooks that provide step-by-step guidance for achieving faster ROI.
• CallMiner Customer Connect, our enthusiastic user community that is a primary source of crowdsourced support and innovation.
The customer journey is the collection of all the points of interaction between a prospect or customer and a specific company. A customer journey typically starts with the first awareness or contact with the company and moves through engagement with the company’s content and offers, first purchase, customer support interactions, and additional transactions.
Customer journey mapping is the process of outlining and visualizing all the touchpoints for a specific buying persona throughout a customer journey. Customer journey mapping also involves collecting data about what customers think and feel about each touchpoint in the journey, allowing companies to take action to improve the customer experience at every touchpoint.
Speech analytics solutions analyze real-time or recorded audio conversations with customers to gain insight into their wants, opinions, emotions, and loyalty to a brand. Conversation analytics includes speech analytics as well as analysis of text-based conversations over email, chat, social media, web, and SMS. With the ability to convert the unstructured information in conversations into structured data that can be analyzed and searched, conversation analytics enables companies to mine customer conversations for actionable intelligence that can improve the customer experience throughout the buying journey.
CallMiner helps us see our data in the context of the entire customer journey – from pre-purchase, to fulfillment, to post-purchase (and ideally long-term loyalty).
Director of customer care innovation, Radial
CallMiner's insights created visibility across the customer journey to direct and indirect touchpoints that impact the CX. Real, cross-functional insights help us increase sales, grow and retain customers, and bring new products to life.
Director of customer care innovation, Radial
CallMiner provides industry-leading call center technology to drive business performance improvement for the omnichannel contact center. Our text and speech analytics technology makes it possible to capture and analyze 100% of customer conversations via phone, email, chat, web, social, SMS, and surveys. Emotion analysis and customer journey mapping tools provide a deeper understanding the customer’s mindset, allowing organizations to optimize customer journey touchpoints and to automate customer experience journey mapping. CallMiner makes it easy to measure business performance as well as performance of individual agents and groups with customizable call center KPIs. Connecting the dots between insight and action, CallMiner helps identify areas of opportunity and improvement that can lead to superior omnichannel customer service and stronger customer relationships.