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CallMiner Named the Leader in Conversation Intelligence for Customer Service Report by Top Analyst Firm

August 16, 2023

CallMiner recognized for its mastery of operational workflows and flexible taxonomy management expertise, as well as laser-focused product vision and roadmap

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, today announced that Forrester Research identified the company as the only Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report.

CallMiner received the top score in the current offering category. The CallMiner platform received the top score in the conversation analytics criterion, and scored among the highest in the automated and hybrid quality scoring, compliance, and unified platform experience criteria. The report states, “CallMiner’s leadership stems from its mastery of operational workflows. Its highly configurable and flexible taxonomy management experience, coupled with a vast library of pre-built categories, delivers value to customers. Its quality scoring product enables teams of varying maturity levels to go beyond compliance tracking, translating system scores into meaningful coaching moments.”

CallMiner also received the top score in the strategy category, with the highest scores possible in the vision, roadmap, and pricing flexibility and transparency criteria. According to the Forrester report, “…CallMiner has a product vision and roadmap that are laser-focused on empowering its mature operations clients to drive customer-centered enhancements through an incremental and adaptable evolution of traditional contact center programs.”

CallMiner's artificial intelligence (AI)-powered platform captures and analyzes omnichannel customer interactions at scale. With its ability to uncover meaningful insights, CallMiner helps organizations drive operational efficiency and agent performance improvement in the contact center, while improving customer experience and business performance throughout the enterprise. Reference customers interviewed for the report praise CallMiner’s support services as “world class”, and commend the vendor’s “collaborative approach and responsiveness to feedback.”

“The right conversation intelligence vendor is critical for organizations looking to elevate customer service and drive transformative business growth,” said Paul Bernard, President and CEO, CallMiner. "For us, being named the only Leader in this report validates CallMiner’s strength in product and strategy – empowering organizations to extract meaningful and actionable intelligence from conversations to deliver better customer and employee experiences. Our position in this competitive market highlights our success in delivering continuous innovation and value to our customers.”

The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report is available here.

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