Frequently Asked Questions

Customers connect with organizations through many channels - phone, chat, email, SMS, surveys, and social media. Every interaction contains valuable insights: how they feel, what they expect, their level of satisfaction and loyalty, and more. Some feedback is provided directly, like through surveys, while other insights come from everyday conversations in the contact center.

Understanding this feedback at scale is essential to improving customer experience (CX), service quality, and business outcomes. That’s where AI-powered intelligent automation comes in. The CallMiner platform analyzes every single customer interaction across all channels, uncovering insights that help organizations improve agent performance, ensure compliance, enhance sales and marketing, strengthen product-market fit, and fuel CX innovation.

By connecting customer insights to action, CallMiner empowers businesses to make informed decisions, automate smarter, and drive improvement across the enterprise. As a leader in conversation intelligence and CX automation, we receive many questions about customer experience, contact center performance, and how our solutions work. Below are answers to the most frequently asked questions to help guide your research.

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With OmniAgent, the average handling time reduced by 78%, from 420 seconds to 90 seconds. We were also able to answer 120% more calls for tracking packages. Of our customers, 88% rate their experience with the voicebot very highly, and 89% say they find it easy to receive necessary service.

Gizeth Paulina Torres Orecjo

Innovaton Manager, Estafeta

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CallMiner has enhanced how we support our customers and our people. By unlocking real-time insights from every interaction, we've proactively improved the customer journey, identified and supported vulnerable individuals sooner, and delivered coaching to our teams.

Katie Smith

Ops Development and Engagement Lead, Serco