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The modern omnichannel customer journey defines today’s customer experience. This dynamic, multi-touchpoint adventure spans your website, mobile app, social media, contact center, and more. While this unified journey is the new reality, disconnected data and siloed channels can create a fragmented experience that frustrates customers and hurts your bottom line.
CallMiner’s AI-powered conversation intelligence platform, CallMiner Eureka, is the key to mastering this complexity. Eureka transforms disjointed interactions into a coherent, actionable narrative, empowering you to optimize every step of the omnichannel customer experience.
Customers no longer stay in one lane. They might start with a mobile app search, follow up with a live chat, call support, and return days later via email. Each touchpoint holds crucial context, such as intent, emotion, and resolution needs, that, if missed, lead to fragmented, disjointed experiences.
Every interaction sets the tone for loyalty, churn, or advocacy.
Yet most organizations still operate in silos. Teams own fragmented pieces of the customer journey experience. Customers are forced to repeat themselves, issues go unresolved, and opportunities to build trust are lost.
To meet today’s expectations, brands need to recognize customers across every touchpoint and respond with relevance, empathy, and consistency. That requires omnichannel intelligence: capturing every interaction, connecting the data, and analyzing it in real time. Without it, businesses risk delivering fragmented experiences and eroding customer trust.
CallMiner unifies omnichannel insights to give you a complete view of the connected customer journey, giving you the knowledge and tools you need to shape exceptional customer experiences. By analyzing 100% of customer interactions across channels, we help you break down barriers, unify data, and take action in the moments that matter most.
CallMiner Eureka’s conversation analytics platform unlocks intelligence across the omnichannel customer journey, transforming fragmented, multichannel interactions into a connected, data-rich view of the customer journey. With AI, NLP, and machine learning at its core, Eureka powers a full-cycle approach to omnichannel experience management.
Omnichannel intelligence helps you understand the customer journey from end-to-end, empowering every team across your organization to make faster, smarter decisions that drive real business results.
CallMiner delivers the intelligence to connect people, processes, and platforms around one unified goal: better outcomes for your customers and your business.
CallMiner Eureka is purpose-built to bring clarity to the complexity of today’s customer journeys. As the leading conversation analytics platform, Eureka captures every interaction, across every channel, and transforms it into connected intelligence that fuels better decisions, faster actions, and stronger outcomes.
From contact centers to CX teams, enterprises across industries rely on CallMiner to decode the customer journey and close the gap between data and action.
With CallMiner Eureka, you get:
CallMiner Eureka puts you in control of the entire customer journey, so you can lead with data, act with confidence, and elevate every experience.
“CallMiner enables our internal teams to collect omnichannel data for analysis and gain new insights.” - User at Health, Wellness and Fitness Enterprise
Start optimizing your omnichannel customer journey today
Capture and connect every interaction and get visibility into how customers move, switch, and escalate across channels with CallMiner’s omnichannel customer journey insights.
An omnichannel customer journey (sometimes called the omnichannel journey) is the complete experience a customer has with a brand. It not only includes interactions across multiple channels - websites, social media, email, live chat, phone calls, and more - but also connects and tracks those interactions in a unified way. This gives brands a full, contextual understanding of each customer’s journey, regardless of how or where it unfolds.
Conversation analytics support an omnichannel customer journey by providing deep insight into customer intent, sentiment, and behavior. They analyze both the content and emotion of interactions across all channels. This helps uncover customers’ true perceptions of products, services, marketing campaigns, support experiences, and more, providing the intelligence needed to drive meaningful improvements.
A customer journey map is a visual representation of a specific buyer persona’s experience with a brand. It outlines each interaction or touchpoint the customer encounters and includes insights into the effectiveness of those moments, such as customer satisfaction, emotional response, and whether the interaction advanced the customer toward conversion. Journey maps help marketing, sales, and customer service teams better align their strategies to meet customer expectations.
Omnichannel conversation analytics go beyond the scope of traditional call center analytics. While traditional analytics typically focus on isolated metrics from a single channel (usually phone interactions), omnichannel conversation analytics connects interactions across every touchpoint in the journey. It can follow a customer from chat to call to email, preserving context along the way. This cross-channel visibility enables a more holistic view of the customer experience and helps brands uncover insights that would otherwise be missed.
CallMiner’s AI-powered discovery tools (such as word clouds and topic clustering) analyze 100% of customer interactions across the omnichannel journey to surface emerging trends, unexpected complaints, and even competitor mentions you may not be actively monitoring. These tools don’t rely on predefined queries, which means you can uncover the “unknown unknowns” and proactively resolve issues before they escalate.
CallMiner’s omnichannel intelligence empowers front-line agents and supervisors by providing a complete, contextual view of a customer’s journey. CallMiner empowers agents with personalized coaching and real-time feedback that reflects interactions across all channels, not just a single call. Supervisors gain insight into team performance across the entire omnichannel landscape and receive alerts that help them intervene at critical moments. The result is faster performance improvement, higher job satisfaction, and better customer outcomes.
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
