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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 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.