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May 04, 2020
CallMiner today announced the launch of its CallMiner Analytics Rapid Evaluation (C.A.R.E) assessment, which provides an automated snapshot of how the coronavirus is impacting an organization through voice of the customer and work-from-home voice of the employee agent insights.
“At CallMiner, we recognize our unique ability to help businesses better understand and serve their customers in a time where customer experience and connection is critical,” said Paul Bernard, CEO of CallMiner. “It’s our duty to assist all brands – clients or not – and aid them with the insights needed to respond to their customers and shift business strategy throughout this pandemic.”
The C.A.R.E assessment – which is offered at no cost and for humanitarian reasons – will empower organizations with actionable intelligence by analyzing 1,000 hours of their contact center recordings and applying categorized analysis from data that CallMiner has been mining since the start of the pandemic. C.A.R.E benefits organizations by delivering:
According to Gartner, “Now more than ever, it’s important to know what customers feel and do, and why. Set voice of the customer (VoC) programs to listen for references to COVID-19 or other shifts.”1
CallMiner also recently announced development of its Coronavirus Think Tank – a collaborative forum that allows contact center and speech analytics leaders to actively work together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact center.
1Gartner, “Adapt Your Marketing Strategy for COVID-19,” March 17, 2020. https://www.gartner.com/en/marketing/insights/articles/adapt-the-marketing-strategy-for-covid-19Back 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.