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As you build your product development strategy, accurate intelligence can help you uncover competitive strengths and weaknesses that can focus your investments in product planning and development. While traditional competitive research offers certain value, you may be overlooking the #1 source for competitive insight: customers who have experience with your products as well as your competitors.
Consumers today have a growing number of opportunities to share their opinions of products and services. From contact center calls to social media sites and websites for reviews and ratings, there is a wealth of competitive intelligence available. Yet, traditional methods for collecting this data are costly, complex, and time-consuming.
CallMiner provides a welcome alternative. The CallMiner Eureka conversation intelligence platform makes it possible to capture and analyze conversations across all channels: phone, email, chat, SMS, surveys, web, social media, and more. By converting the unsolicited opinions in these interactions into structured data that can be searched and analyzed, CallMiner delivers invaluable insight into the competitive landscape.
Conversation intelligence technology captures, aggregates, and analyzes customer interactions across channels, using AI and machine learning to find clear product-related signals within all the noise. By mining insights from thousands or millions of customer conversations across every channel and medium, a product development team can uncover deeper insights for a product development strategy faster than any human being ever could.
These conversations with customers are often full of invaluable intelligence that can inform new product development strategy. By mining customer conversations, your teams may discover that a competitor has already released a product with similar features that have not been well-received. They may uncover product risks and threats that are not already on your radar, or develop deeper understanding of what customers love about a competitor’s latest launch.
Competitive insights from conversation intelligence can also inform your marketing strategy, providing ideas about the features, messaging, and channels that may resonate best with target audiences.
As the global leader in conversation intelligence technology, CallMiner Eureka is the most comprehensive platform for analyzing omnichannel interactions at scale. Our technology reveals meaningful insight from every customer conversation, delivering the intelligence to make better business decisions and to optimize product development strategy.
The CallMiner Eureka platform offers a set of solutions that make it easy to mine customer interactions for competitive intelligence. With CallMiner, you can:
• Capture, transcribe, categorize, analyze, and score conversations with customers across all channels. Discover what matters most to customers with omnichannel product journey mapping that reveals pain points as well as opportunities to deliver superior products and customer experiences.
• Explore competitive intelligence visually with shareable presentations that demand attention and encourage action.
• Alert contact center agents and supervisors when calls in progress show signs of potential for customer churn or negative outcomes. CallMiner Eureka offers real-time guidance and next-best action suggestions to turn around negative calls and improve the customer experience.
• Automate agent performance improvement with insight into performance trends and the ability to target behavior for guidance or reinforcement.
• Improve analytics with high-fidelity, speaker-separated audio that enables more accurate speech analytics.
• Remove sensitive data and personally identifiable information from audio and text-based conversations to protect customer privacy.
• Enhance analytics with a high-quality, full-featured recorder.
• Gain deeper insight into agent and customer interactions with a powerful screen recorder.
By delivering deeper insight and competitive intelligence faster, CallMiner enables your product development teams to:
• Create a customer-centric product development process that drives product development strategy with customer feedback.
• Capture insights across all channels to identify competitive threats, strengths, and weaknesses.
• Drive and prioritize product investments with insights captured from social media, ratings, and reviews sites.
• Uncover product risks from contact center conversations.
• Mine competitor mentions to identify threats and opportunities not yet on your radar.
• Confirm or challenge the gut reactions and intuitive thinking of your product development teams.
• Understand the foundational drivers behind customer suggestions and criticisms to identify opportunities for innovation.
Trusted by the world’s leading organizations in a broad array of industries, CallMiner Eureka analyzes customer interactions at the deepest level to identify patterns, interpret nuance, and shed light on areas of opportunity. By connecting the dots between insight and action, CallMiner enables companies to drive business improvement more effectively than ever before.
Our expertise spans two decades and billions of hours of mining customer conversations. Our technology delivers more customizable solutions and deeper customer understanding than any other platform in the industry. With turnkey integrations, extensive automation, automated scoring, emotion metrics, and AI-driven topic discovery, CallMiner compels action for improved business outcomes and successful product development strategy.
From cars and clothing to gadgets and software product development, product development strategy is critical to success. Strategy drives product and market research, focuses product investment, and shapes commercialization of products brought to market.
Every product developing strategy depends on customer feedback to understand the need for the product, guide ideation and development, shape market testing, and craft the marketing messages that will best resonate with customers. Traditionally, collecting customer feedback has been a costly and time-intensive endeavor, conducted through focus groups, user testing, social media monitoring, and review of websites that feature ratings and reviews.
Conversation intelligence offers a faster and more comprehensive approach to gathering customer feedback. By automatically capturing, transcribing, analyzing, and scoring interactions with customers on any channel, conversation intelligence enables product teams to aggregate feedback and uncover insight faster than any team might accomplish manually.
CallMiner's insights created visibility across the customer journey to direct and indirect touchpoints that impact the CX. Real, cross-functional insights help us increase sales, grow and retain customers, and bring new products to life.
Director of customer care innovation, Radial
