CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
August 10, 2020
CallMiner announced today a partnership with Intradiem, the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. The new partnership enables contact centers to raise the bar for customer satisfaction and agent quality management by automatically triggering intelligent actions from voice and text interactions to:
“Intradiem’s real-time workforce automation platform paired with CallMiner’s behavioral analytics enables customers to take immediate action on insights,” said Matt McConnell, CEO of Intradiem. “Leveraging Intradiem’s real-time capabilities reduces the time from identifying an issue and subsequently addressing that issue.”
CallMiner Eureka conversational analytics reveals actionable insight from every contact center voice and text-based interaction from the voice of the customer and voice of the employee. Automated multichannel scoring provides focus to zero-in on what matters most for agent quality improvement and customer experience (CX) optimization.
“CallMiner’s ability to reveal insight from every interaction empowers organizations with behavioral intelligence that compels action with confidence”, said Paul Bernard, president and CEO of CallMiner. “Our partnership with Intradiem will enable contact centers to apply our persistent pulse of customer and agent omnichannel insight with Intradiem automation to more effectively improve agent performance, customer experience and the entire enterprise.”
Intradiem is the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. Our powerful technology acts as an automated manager for the contact center with rules triggered in real-time by actual center conditions. We power over 1.2 billion automated actions annually and demonstrate more than $100 million in annualized savings across the customer base.Back to Press Releases
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.