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Business today is driven by omnichannel experiences. Thanks to advances in digital technology, customers have more ways than ever to interact with your brand. Customer conversations that begin over social media or websites may quickly move to email and chat before ending up as a phone call.
In addition to wanting access via any channel of their choice, customers expect their experience across channels to be seamless. They do not want to re-authenticate every time they switch to a new channel or to repeat their information to each new agent. They expect the experience to be consistent no matter what channel they choose. And because they’re sharing information with you, they expect every interaction to be personalized to their needs, their questions, and the history they have with your brand.
Delivering customer experiences at this level requires omnichannel contact center solutions that can unify data across multiple channels, allowing information to move with the customer. That is why, when seeking to deliver superior omnichannel support and service, businesses in many verticals turn to conversation analytics technology from CallMiner.
Conversation analytics makes it possible to capture and analyze customer conversations across any channel. By transcribing, categorizing, and scoring every audio and text-based interaction, conversation analytics converts unstructured information into structured data that can be searched and explored for greater insight into your customer’s mindset.
Conversation analytics can be applied to any channel – From phone, email, and chat to social media, surveys, web, and SMS. Superior omnichannel contact center software with conversation analytics reveals the speaker’s meaning and emotion, providing deeper insight into the motivations, desires, and needs driving customer behavior and satisfaction.
This type of analysis is essential for customer touchpoint mapping. By understanding how customers feel about every interaction on their buying journey, you can focus every part of your business on improvements that will eliminate friction and deliver exceptional omnichannel customer experiences.
CallMiner has been a global leader in conversation analytics since 2002. Our omnichannel contact center solutions are built on the Eureka platform, the industry’s most comprehensive technology for analyzing omnichannel customer interactions at scale. With Eureka, you can capture and analyze 100% of customer conversations across all channels.
Our Eureka platform provides omnichannel contact center solutions for:
• Analyzing calls, chats, emails, and other text-based interactions at the deepest level to identify the most impactful insight for business improvement.
• Capturing high-fidelity, speaker-separated audio for more accurate speech analytics.
• Categorizing conversations to enable search, sharing, and discovery from a single location.
• Scoring conversations with automated metrics that track performance and emotion over the omnichannel customer journey. • Monitoring and optimizing agent performance with automated tools that reveal behavioral insight for every voice and text-based interaction.
• Alerting supervisors and agents in real-time to customers at risk of churn based on certain interaction indicators.
• Visualizing and exploring data through a variety of graphical presentations with interactive features that allow you to drill down to reveal insights based on customer behavior, agent performance, process challenges, and other root cause indicators.
• Redacting sensitive numerical data and personally identifiable information from audio and text-based conversations.
When choosing omnichannel contact center solutions, it’s important to look for technology that can support these best practices for delivering omnichannel customer service.
Meet customers on their preferred channel
By looking at your history of customer contacts and where the longest response times occur, you can assign additional resources and agents to the channels that more customers prefer.
Prioritize self-help experiences with optional outs
Enabling customers to answer their own questions through self-help options is standard procedure. Omnichannel contact center solutions should also provide easy access to other channels when self-help fails.
Address your technology silos with creative solutions
To avoid making customers repeat information when they’re transferred between departments, superior omnichannel contact center solutions enable information to follow a customer from channel to channel – even when those channels aren’t integrated on a common platform. Technology such as conversation analytics and rigorous disposition coding can assure that agents can easily see previous customer conversations.
Focus on every channel
To provide an exceptional experience across channels, consider process changes, instructional guidance, and agent coaching to reduce inconsistencies in the experiences of channel-hopping customers.
Correlate analytics without channel boundaries
Ensure that text and speech analytics are consistently employed for every conversation, even when the channels on which they originate are not integrated.
The CallMiner omnichannel contact center solutions deliver the intelligence needed to make better business decisions. By revealing meaningful insight into customer interactions at scale, our technology enables companies to improve each touchpoint on the customer journey to deliver exceptional customer experiences.
With turnkey integrations, automation, and value-added benefits, our Eureka conversation analytics platform provides the fastest time to value thanks to solution packs with pre-built use cases and proven topic-based content that delivers instant insight. Language packs offer support for multiple languages when transcribing, redacting, and analyzing interactions. Analysts can receive intensive, personalized training through our Accelerator program, and our Playbooks offer step-by-step guides for achieving greater ROI. Finally, the CallMiner Customer Connect user community is an enthusiastic source of support and crowdsourced innovation.
Omnichannel contact center solutions enable customers to interact with a brand over any channel they choose. In addition to enabling conversations via phone, web, chat, email, SMS, social media, and other text-based channels, omnichannel contact center solutions ensure that a customer’s information follows them from one channel to the next, so there is no need to repeat their story each time they encounter a new agent.
Multichannel solutions enable contact via multiple channels, but the data resulting from those interactions are typically siloed due to technology platforms that are not integrated. On the other hand, omnichannel solutions provide a complete and integrated view of a customer’s data, journey, and experiences across channels, offering context and history even when those channels are not connected.
Conversation analytics is a technology for capturing and analyzing interactions with customers across all audio and text-based channels. Conversation analytics uses natural language processing (NLP) technology, artificial intelligence, and machine learning to understand the meaning of a conversation with a customer as well as the customer’s emotion, which is a principal driver of behavior, satisfaction, and loyalty. By converting the unstructured information in customer interactions into structured data that can be analyzed and searched, conversation analytics allows companies to mine interactions for greater insight into a customer’s needs, wants, motivations, and behavior.
CallMiner enables our internal teams to collect omnichannel data for analysis and gain new insights.
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)
