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Artificial Intelligence in Call Centers: Driving Performance Through Automation

Working in the customer service field isn’t easy. It requires strong communication and persuasion skills, patience, empathy, the ability to work under pressure and recommend innovative solutions, and numerous other skills. Customer satisfaction is the goal many service industries, such as retail, hospitality and food service, strive to reach. Contact center agents face additional obstacles in the […]

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AI Isn’t Replacing CX Professionals — It’s Making Them Better

Artificial intelligence (AI) is getting a bad reputation. There’s a lot of buzz about emerging tech stealing the jobs of hardworking people — especially those in the customer experience (CX) field. And while Forrester predicts that 1 out of 4 CX professionals will lose their jobs in 2020, it has little to do with employers implementing AI. […]

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CallMiner’s LISTEN World Tour London Conference a Smashing Success!

Industry leading event for customer engagement professionals featured 2 days of inspiring stories of customer success in the use of interaction analytics. London, UK – 5 March 2020 – CallMiner, the recognised leader in AI fuelled speech and customer engagement analytics solutions successfully concluded the country’s top conference for customer engagement professionals, LISTEN World Tour […]

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6 Steps On How To Close The Biggest Problem In Today’s Contact Center: The Communication Gap

Truly listening to understand your customer is one of the most important [and underutilized personal] tools that most brands aren’t doing today,” CX Journey CEO and Forbes Councils member, Annette Franz, recently told me. You might think that’s a bold statement but there’s a reason why her name carries weight in the CX space. According […]

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To Meet Customer Demand, Get Emotional

Getting emotional. It’s a concept rarely discussed in business. But before you grab a tissue and brace yourself for a sob story, let me explain how getting emotional is essential for building a five-star customer experience (CX). Research from Forrester shows that emotion has a bigger impact on brand loyalty and customer retention than ease of engagement and CX […]

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The State of Speech Analytics

QY Research valued the global speech analytics market at $950 million last year and expects it to grow at a compound annual rate of 13.8 percent through 2025. Speech analytics, QY Research says, has become increasingly popular among businesses because of the huge amount of data produced as a result of rising call volume. In […]

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CallMiner Achieves 30% Compound Annual Growth Rate as Demand for Speech and Customer Interaction Analytics Surge

CallMiner has recorded another strong year of growth amidst growing demand for its technology worldwide. In the fiscal year ending Dec. 31, 2019, the company closed a $75 million investment from Goldman Sachs, reporting a three-year compound annual growth rate (CAGR) of 30%. CallMiner increased penetration in several key verticals, including insurance, healthcare, transportation and […]

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A New Year Doesn’t Require a New Agent Churn Cycle

Data indicates that January and February are the most popular months for employees to leave their jobs. For contact centers, where turnover rates are already between 30-45%, this potential increase in agent churn doesn’t exactly say, “Happy New Year!” Luckily, AI-powered speech analytics can help prevent churn during the annual season of turnover by giving agents […]

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Tech Firm, After $75M Investment, Plots Global Expansion

CallMiner remains driven to capture new innovations. CallMiner ended 2019 with a bang, closing a $75 million investment round with Goldman Sachs. It’s the largest single investment ever made in the speech analytics firm founded in Fort Myers in 2002. It’s also one of the largest onetime capital investments made in a Southwest Florida company […]

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We Shut Down The Use Of Profanity In Customer Service Interactions. But, In Doing So Are We In Danger Of Missing Something?

From time to time I come across research from outside of the service and experience domain that makes me wonder whether or not the findings can be applied to help us better understand how we can improve team performance, service and experience. One such study published in 2016 in the Journal of Consumer Research by Professor Jordan […]

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The Expanding Compliance Technology Market

Compliance across channels CallMiner has been analyzing telephone conversations for nearly 2 decades and sells a platform for interaction analytics management called Eureka. Now that most companies are omni-channel, it is important to also handle chat, text, email, and social media messages. The ability to scale up is also critical. “One of our first clients was […]

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Fraud Is Eroding The Customer Experience

Are you worried about fraud? Concerned about giving out your credit card number or Social Security number over the phone—or to an AI (Artificial Intelligence)-fueled bot? You’re not alone. According to Sitel Group and CallMiner’s recent Preventing Fraud & Preserving CX with AI Report, more than nine in 10 (92%) consumers in the U.S. are […]

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2020 Vision: Three Shifts Driving Customer Experience

Is this finally the year we transform the customer experience (CX)? Consumers have been promised dramatic improvement for years now, but data shows that increases in satisfaction have failed to materialize. In fact, Forrester’s annual CX Index reports that between 2017 and 2018, the index didn’t improve at all, and in 2019 the index improved […]

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Management AI: Sentiment Analysis Is Important And Actionable

“That’s bad!” means something different to people of different generations and in different contexts. Sometimes it means something is bad, but in other uses it’s a statement of positivity. One of the key areas of natural language processing (NLP), a subset of artificial intelligence (AI) is sentiment analysis, the ability to understand emotional tones in […]

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CallMiner Raises $75 Million in New Funding From Goldman Sachs

GS Growth makes initial investment in maker of speech-analytics software By Jared Council CallMiner Inc., a developer of speech-analytics software powered by artificial intelligence, said Monday that it raised $75 million in new venture funding from GS Growth, an investment unit of Goldman Sachs Group Inc. The Waltham, Mass.-based company, which has about 250 employees, […]

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CallMiner Secures $75M Investment from Goldman Sachs

This funding will enable CallMiner to help more organizations drive significant improvements in business performance, creating a better customer experience and greater brand loyalty CallMiner, the leading provider of AI-fueled speech and customer interaction analytics, has closed a $75 million investment round from Goldman Sachs. CallMiner will leverage the funding to accelerate go-to-market plans and […]

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Speech Analytics Reveals Companies Aren’t F%!king Listening

Customer centricity has taken over when it comes to competitive differentiation. But if that’s the case, then why are so many companies fueling consumer anger? Data from over 82 million calls using artificial intelligence (AI)-fueled speech analytics revealed the use of consumer profanity in the call center is at an all-time high – creating a detrimental impact […]

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Interaction Analytics: The Next Generation of Customer Listening

Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical, writes, Jeff Gallino, Founder & CTO, CallMiner. Customer listening isn’t a new concept, but as consumer expectations become increasingly demanding, understanding the true voice of the customer (VoC) is critical. Customer listening […]

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Emotional AI: Unlocking VoC with Sentiment Analysis

Discover why actionable insights on customers’ emotions and sentiment are essential for customer experience success. Every customer behavior is driven by an emotion, and as we know, some emotions are more powerful than others. Anger, disgust, rage — these are feelings that typically lead to customer churn and a very negative perception of a brand. […]

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Voice Analytics Improves Customer Service Line Experience

When a customer reaches out, they want to speak to someone who is friendly, knowledgeable and can help them navigate their problem. A good customer experience will soon overtake price and product as the key factor in customer choice. When a customer needs assistance, they overwhelmingly turn to call centers – 73 to 79 percent of customers prefer to […]

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