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Delivering an exceptional customer experience has become a critical point of differentiation in many industries. As a result, many businesses are turning to conversation intelligence platforms to mine interactions with customers for greater insight into their wants, needs, and opinions. By analyzing interactions across every channel, businesses can better understand the customer journey and take action to improve customer experiences at every touchpoint.
A conversation intelligence platform captures 100% of customer conversations across calls, chat, email, text, social media, and web interactions. By analyzing the unsolicited feedback in these contacts – including the drivers of behavior and emotional loyalty – businesses can better understand the mindset of customers and determine improvements necessary to meet customer expectations.
CallMiner can help. CallMiner Eureka is an industry-leading conversation intelligence platform that provides comprehensive capabilities for analyzing omnichannel customer interactions at scale to develop the actionable intelligence needed to make better business decisions.
Conversation intelligence software uses AI and machine learning to capture the unstructured data that is trapped in calls, emails, chats, and other customer interactions. By converting this information to structured data and matching it with metadata about the call and the customer, conversation intelligence provides deep insight into the customer journey across every channel.
Conversation intelligence platforms use natural language processing (NLP) technology to determine the meaning of speech, and acoustic measurements such as agitation, word tempo, and silence to determine the emotion driving a speaker’s words. By combining this information with analysis of text-based conversations and other key metrics, conversational intelligence can classify and score interactions to reveal insight into each customer’s experiences and each agent’s performance.
In contrast to traditional methods of monitoring interactions with customers which sample a small percentage of conversations and provide insight days or weeks later, a conversation intelligence platform like CallMiner can monitor 100% of interactions and provide insight and next-best-action guidance in real time.
As the global leader in conversation intelligence technology for driving business performance improvement, CallMiner delivers the industry’s most comprehensive platform for mining customer conversations. Our platform analyzes interactions at the deepest level, determining patterns, interpreting nuance, and identifying traits that reveal new areas of opportunity. By connecting the dots between insight and action, CallMiner Eureka enables businesses to drive improvement, promote growth, and achieve transformational change to deliver better customer experiences.
With the ability to capture and analyze 100% of customer interactions, CallMiner’s conversation intelligence platform enables businesses to:
• Deliver exceptional experiences. Businesses can use conversation intelligence to better understand customer pain points, taking swift action to eliminate barriers to customer satisfaction.
• Retain customers. By uncovering and addressing drivers of negative sentiment, businesses can reduce churn and improve customer loyalty.
• Increase self-service. Conversational insight can reveal areas where customers may prefer convenient self-service options, reducing operational costs and improving their experience.
• Improve efficiency. By analyzing 100% of customer conversations, a conversation intelligence platform can reveal the drivers of hold time, handle time, call silence, and other metrics that can help to build more efficient processes.
• Enhance sales effectiveness. With a conversation intelligence platform for sales, organizations can deliver better CX, improve payment outcomes, and develop a deeper understanding of what drives a sales team’s success.
• Develop more effective agents. CallMiner automatically guides and scores call center representatives, enabling contact centers to deliver consistent and efficient quality management on 100% of conversations.
• Mitigate compliance risk. CallMiner monitors all conversations for compliance with company policy and industry regulations, alerting agents and supervisors when compliance infractions occur.
CallMiner Eureka offers a modular, cloud-based platform that integrates easily with existing systems using standards-based APIs. The CallMiner product platform includes:
• Analyze. As the central dashboard for the CallMiner platform, Analyze automatically transcribes, categorizes, and scores every interaction with customers across all channels. Omnichannel customer journey mapping tags transcriptions with sentiment and emotion to deliver customer insights that drive business growth.
• Coach. With CallMiner Coach, supervisors can create cultures of improvement and persistent optimization by automatically scoring agent performance, providing data-based feedback, and continually monitoring agent progress.
• Alert. When customer conversations are at risk of escalating or resulting in a negative experience, CallMiner Alert provides immediate notification to supervisors and agents along with next-best-action guidance that can help to de-escalate tension and result in more favorable outcomes.
• Visualize. With CallMiner Visualize, organizations can visually explore the stories in their conversation intelligence data. An interactive, easy-to-use interface allows users to drill down into the detail of a single agent or customer and to visually connect the dots between insight and action.
• Redact. To protect customer data and ensure compliance with regulations, CallMiner Redact automatically identifies and removes sensitive numeric data and personally identifiable information from transcripts of audio conversations and text-based interactions.
CallMiner is the most powerful conversation intelligence platform for meeting a variety of business goals. No other platform offers more customizable solutions and deeper customer understanding for driving better business outcomes.
Founded in 2002, CallMiner’s conversation intelligence technology has been built and refined on 2 decades of innovation and billions of hours of mining customer conversations. Today, CallMiner is the choice of the world’s leading organizations in retail, financial services, insurance, healthcare, travel, hospitality, and other industries.
A conversation intelligence platform is a technology that uses AI and machine learning to capture and analyze voice and text-based interactions with customers. By determining the meaning of a speaker’s words and the emotion behind them, conversation intelligence solutions provide deeper insight into the needs, wants, and opinions of customers.
By delivering deeper insight into the expectations of customers and their experience with a company, a conversation intelligence platform enables businesses to take swift action to resolve problems and improve experiences, enhancing the customer’s journey, improving satisfaction, and building greater loyalty.
A contact center, or call center, is a department or an organization that handles communication with a business’ customers, employees, or other audiences. Inbound call centers answer questions, provide support, and resolve issues via phone calls, chat, email, and other channels of communication. Outbound call centers primarily initiate contact with customers and prospects to nurture leads and close sales. Healthcare call centers work primarily with patients or members, coordinating schedules, managing follow-up care, and answering questions.
We knew that CallMiner was going to be a gamechanger for us. It has given us the visibility into our call drivers, allowing us to better understand why customers call in the first place.
COO and Executive Vice President, Gant Travel
CallMiner Eureka is the most comprehensive conversation intelligence platform for analyzing omnichannel interactions at scale. CallMiner analyzes voice and text-based interactions at the deepest levels, providing the insight and intelligence required to improve call center metrics in inbound, outbound, and work-from-home call centers. The Eureka platform serves as superior sales software, monitoring conversations between sales teams and prospects to effectively identify behaviors that drive conversions, improve training, and close more deals. Eureka can also improve the employee experience by analyzing interactions to discover what matters most to workers and – since happy employees are more productive – how to increase worker output. In the healthcare contact center, CallMiner serves as superior patient experience software, providing insights for enhancing patient experiences and improving patient satisfaction.