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Harness AI and ML to automatically uncover insights from 100% of your interactions in the contact center and beyond to deliver new understanding of your customers. Improve your business and turn customers into advocates with CallMiner Analyze.
Go beyond the contact center to harness CallMiner’s omnichannel capabilities and capture customer data from 100% of interactions across all channels.
Uncover trends, build prediction models and identify the most impactful insights to improve effectiveness and efficiency – inside and outside the contact center.
Break down silos and democratize data by routing insights to the departments and leaders who need them.
CallMiner’s data-driven approach enables businesses to understand customer contact reasons and help coach agents to align with customer needs. Use in-the-moment insights to meet customer needs today while driving better business outcomes for the future.
Gain visibility to customer insights across all channels of engagement – both text and voice-based.
Marry all your data together by using pre-built integration modules or our APIs to route data to your platforms and repositories for 100% data ownership.
Accurately transcribe voice-to-text from hundreds of languages with Microsoft Azure STT – a state of the art recognizer built on comprehensive ML training data.
Harness AI and ML to gather insights from customer conversations including uncovering trends, building prediction models, and identifying areas for business improvement.
Visually represent the entire customer journey. Drill-down details reveal insights into customer behaviors, agent performance, process challenges and other root cause indicators.
Close the loop between customers and decision makers by raising alerts regarding critical feedback. Shorten the time to act on and improve the customer journey.
Individual and supervisor dashboards allow easier access to coaching, performance, and key insights that can lead to informed decision-making.
Auto redact sensitive data including PCI DSS and custom entities. Using pattern matching, AI-based entity redaction or a combination of both.
Use automatic AI and topic-based summarization to reduce agent ACW, improve coaching, zero in on insights, and identify issues beyond the contact center.
CallMiner Analyze was able to drill down into the recordings and transcripts and show what an agent specifically said as opposed to what was on the script. This gave us the metrics we needed to meet with agents to discuss performance objectively.
Quality and Compliance Manager, DoublePositive
CallMiner provides industry-leading call center technology to drive business performance improvement for the omnichannel contact center. Our text and speech analytics technology makes it possible to capture and analyze 100% of customer conversations via phone, email, chat, web, social, SMS, and surveys. Emotion analysis and customer journey mapping tools provide a deeper understanding the customer’s mindset, allowing organizations to optimize customer journey touchpoints and to automate customer experience journey mapping. CallMiner makes it easy to measure business performance as well as performance of individual agents and groups with customizable call center KPIs. Connecting the dots between insight and action, CallMiner helps identify areas of opportunity and improvement that can lead to superior omnichannel customer service and stronger customer relationships.