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September 14, 2020
CallMiner has announced the release of the CallMiner Continuum Maturity Model, a first-of-its-kind framework that helps organizations assess their use of engagement analytics internally and identify the necessary steps to maximize ROI and drive transformational enterprise value.
Continuum offers an objective perspective of each organization’s current maturity level and a guide to improve maturity across people, process and technology. The model, which is based upon nearly two decades of operational expertise and experience, is conducted by CallMiner experts with key stakeholders from each organization’s speech and engagement analytics team. The assessment identifies strengths and opportunities across an organization’s team, talent, data strategy, process, governance, and executive oversight.
Continuum enables businesses considering the deployment of interaction analytics, as well as those with existing interaction analytics investments, to evaluate:
“The most valuable speech and interaction analytics programs are operationalized across the business and leverage customer insights to make smarter and more strategic business decisions,” said Adam Walton, Chief Operating Officer and Head of Customer Success at CallMiner. “The Continuum Maturity Model is the first framework that identifies the critical steps to elevate a speech analytics program to drive transformational business process improvement and bottom-line value. The model provides a clear roadmap for users to improve overtime and achieve near- and long-term results.”
Continuum is designed to enable organizations to increase the velocity to value they experience in their adoption of speech analytics, and achieve transformational results as their program informs decisions, actions and improvements across all areas of their enterprise.
For more information on CallMiner Continuum, download the whitepaper here.
Back to Press ReleasesCallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.