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As digital technology continues to evolve, customers can engage with your brand across more channels than ever. They expect a seamless experience on every channel – and when they hop from one channel to the next. In this landscape, offering an omnichannel customer experience is a must for any company that wants to remain competitive.
For customers, superior omnichannel customer service means they only need to authenticate once even though their conversation may cross multiple channels. It means they do not need to repeat information from one agent to the next. It means a consistent experience across all channels and one that is personalized for their preferences, needs, and history with your brand.
While delivering this kind of omnichannel customer experience is a heavy lift for most contact centers, CallMiner can help. Our Eureka conversation analytics platform enables you to capture and analyze 100% of customer conversations across every channel, providing a single view of the omnichannel customer journey and the mindset of each customer.
Lots of companies offer multichannel customer experiences – customers can engage with representatives and contact center agents via phone, chat, web, email, social, and SMS. In most cases, however, the data from these interactions is siloed by technology gaps between each channel. Delivering a true omnichannel customer experience requires that information travel with the customer as they switch from one channel to the next.
The trouble is that most customer service platforms and CRM systems simply weren’t built to accommodate an omnichannel contact center. These solutions cannot keep up with multiple customer touchpoints and the data management required for cross-channel personalization. They’re unable to integrate customer experiences across old and new channels while also enabling customer service automation.
Here’s the good news: conversation analytics offers a way to gather customer data from every interaction and make that insight available on every channel. By analyzing every audio and text-based interaction, conversation analytics enables a greater understanding of what your customers are saying and how to provide them with an exceptional experience.
CallMiner is a global leader in conversation analytics, having pioneered the industry since 2002. Our Eureka conversation analytics platform provides all the tools you need to capture and analyze 100% of customer conversations and use that insight to create omnichannel customer experiences.
Powered by artificial intelligence and machine learning, our omnichannel contact center software analyzes interactions with customers at the deepest levels. With Eureka, you can determine meaning, interpret nuance, understand emotion, and identify patterns that offer insight into customer motivation, behavior, and needs.
Our Eureka platform transcribes, redacts, analyzes, categorizes, and scores every customer conversation on every channel. Automated metrics track performance and emotion throughout the customer journey to enable superior customer touchpoint mapping. AI-driven processes enhance search, category building, and alerts, enabling insight and action across omnichannel customer support and services.
With the CallMiner Eureka conversation analytics platform, you gain a complete and accurate view of the customer experience. By revealing rich CX insight from both customer and agent perspectives, Eureka helps you drive better omnichannel customer experiences, higher satisfaction, and increased loyalty.
The CallMiner Eureka platform includes comprehensive tools for capturing and analyzing customer conversations and their satisfaction levels.
• Analyze is the core of the Eureka platform. This product transcribes speaker-separated text from speech, categorizes content to enable search and discovery, and scores each conversation with automated metrics that track performance and identify emotion.
• Alert automatically notifies supervisors or agents when customers are at risk and provides guidance for the next-best actions to turn around a negative customer experience.
• Coach supports a culture of persistent improvement with tools for monitoring, understanding, and optimizing agent performance at scale. Supervisors can gain a deeper understanding of agent and customer interactions, identify performance trends, and target behavior for guidance or reinforcement.
• Capture enables high-fidelity, speaker-separated audio to be accurately transcribed and redacted in real-time to deliver faster and more accurate speech analytics.
• Visualize provides tools for visually exploring conversation analytics data, creating presentations, and leveraging data to tell the story of customer interactions.
• Redact ensures you can meet security and compliance standards by automatically removing sensitive numerical data and personally identifiable information from audio and text-based conversations.
CallMiner delivers the most powerful platform to meet all your business goals. No other conversation analytics platform offers more customizable solutions and a deeper understanding for improved business outcomes.
With CallMiner, you can achieve the fastest time to improvement with AI-driven search features, unmatched accuracy, and real-time and post-call analytics. You’ll get a clear view of what matters most to your customers. Our technology analyzes the details of customer interactions with accurate autoscoring, correlation across multiple channels, and categorizing for ease, effectiveness, and emotion.
You’ll also be impressed by our human approach to this highly technical business. We provide a dedicated support team for every account. Our highly active customer community is an exceptional source of support and crowdsourced innovation. And our customer success organization helps to ensure that you realize the ROI you are seeking from our platform.
An omnichannel customer experience is one that enables customers to engage with your company on any channel of their choice. An omnichannel experience should provide seamless transitions between channels, where customers need only authenticate once and need not repeat information from one agent to the next. An omnichannel customer experience also provides consistent experiences and information across every channel.
In a multichannel customer experience, customers may contact the company via multiple channels. But the information from those interactions is typically siloed because the underlying technology for each channel of communication isn’t connected or integrated on a single platform. To provide a true omnichannel experience, companies require technology that can unify data from customer interactions and provide a single view of the customer’s journey and experiences.
Conversation analytics uses natural language processing (NLP) technology to capture and analyze conversations with customers on audio and text-based channels. By transcribing, analyzing, classifying, and scoring each interaction, conversation analytics determines the meaning of each conversation and identifies the emotion expressed by the speaker. With this data, organizations can better understand the mindset and motivation of their customers, enabling them to deliver superior customer experiences.
CallMiner enables our internal teams to collect omnichannel data for analysis and gain new insights.
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
