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April 26, 2021
CallMiner’s Rich Conversational Insights and Emotional Assessment Capabilities Improve Social, Personality and Behavioural Modeling within Genii Analytics Products
CallMiner today announced a partnership with Genii Analytics to provide speech and multichannel behavioural analytics within Genii solutions for organisations in South Africa. Genii will integrate CallMiner within its Analytical QA and Predict products, as well as use insights from CallMiner to fortify its consulting and professional services resources.
Genii is a full stack conversational analytics company, providing software solutions, IaaS (Insights-as a service), consulting, and professional services to optimise customer experience (CX), retention, sales and collections. Organisations across a wide range of segments, including financial services, healthcare and BPOs, rely on Genii’s deep CX and contact centre domain expertise to help select and implement a speech analytics solution that is best suited for an organisation’s specific needs.
Through the CallMiner and Genii integration partnership, organisations will realise key benefits, including:
“CallMiner’s AI-fuelled speech analytics, with automated scoring, offers rich insight into the dynamic nature of every customer conversation,” said Kobus van der Westhuizen, CEO and founder of Genii Analytics. “Genii’s ability to help drive the most impactful action for our customers is enhanced with CallMiner by revealing transformational insights with data supported confidence.”
The partnership will encompass voice and text-based interactions, such as chat and email, for all South African languages.
“Genii Analytics provides a complete range of contact centre analytics solutions and services for the South African market,” said Frank Sherlock, VP of International at CallMiner. “Our partnership enables Genii to take advantage of CallMiner’s deep customer experience and agent performance insight to enhance their solutions with conversational awareness that improves business decisions and delivers bottom-line results.”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.