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November 02, 2021
New capabilities, pre-built solutions and cloud-based integrations make it easier to guide agents in real time, setup and customize conversation insights, and drive value beyond the contact center
CallMiner today announced major advancements across the CallMiner Conversation Analytics Platform with its Fall Release. With a focus on agility and flexibility, the Fall Release enables organizations to analyze and uncover insights from more customer conversations than ever before, driving enterprise-wide business improvement.
Organizations have been increasingly moving from on-premise to cloud-based platforms, particularly in the contact center, and the COVID-19 pandemic has only accelerated this digital transformation. The shift to remote business operations has changed how managers engage with their customer service representatives (CSRs), how CSRs communicate with customers, the channels in which customers use to connect with organizations, and more. Enhancements to the CallMiner platform enable organizations to navigate these new pressures, while staying agile and gaining intelligence from conversations they’re already having.
"CallMiner’s Fall Release affirms our commitment to delivering the most innovative and comprehensive products on the market,” said Bruce McMahon, VP of Product, CallMiner. “Our new integrations with Contact Center as a Service providers enable our customers to more easily embrace real-time capabilities, like agent guidance and alerting. We’ve also introduced a new Solutions Catalogue filled with pre-built queries, scores and metrics that can be quickly browsed, activated and combined to rapidly return conversational insights that uniquely suit business needs. We’re excited to introduce these platform enhancements and empower organizations to drive greater business improvement from their conversation analytics programs than ever before.”
Key updates in the CallMiner Conversation Analytics Platform: Fall Release include:
"Changing market dynamics have only strengthened what CallMiner has always known – that organizations are having an increasing number of conversations with their customers across a range of channels, and that those interactions contain the insights needed to drive better customer experience, operational efficiency and business improvement,” said Jeff Gallino, CTO and founder, CallMiner. “By continuing to innovate on and improve our platform, we’re empowering our customers to do just that. Our Fall Release makes it possible for organizations to get greater value from existing investments, achieve the flexibility to navigate an evolving industry, and unlock the intelligence contained in customer interactions at scale.”
The CallMiner Conversation Analytics Platform: Fall Release is currently available to new and existing CallMiner customers. Select features, such as integrations with LiveVox Shadow Audio and Zoom (beta), will be available in Q4 2021. To learn more, visit callminer.com or contact firstname.lastname@example.org.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.