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CallMiner RealTime automatically notifies agents or supervisors based on customer interaction indicators. Customer behaviors are uncovered and used to drive action while a call is in progress to alter the course of an interaction and improve outcomes.
Optimize agent engagement by triggering immediate attention and next-best action based on the most impactful customer indicators with automatic data-driven intelligence.
Supports more than 100,000 simultaneous multichannel interactions without any storage requirements for insights, trend analysis and other reporting benefits.
Self-configuration make it easy to establish alert thresholds, and modify notifications based on changing conversational topics or specific customer indicators.
CallMiner RealTime delivers a level of proactivity that improves customer and agent experience. Dynamic insights help drive action to reduce customer issue escalations, resolve potential compliance risks, and recover from a negative customer interaction in real time.
Automated categorization allows for alert types customized for each kind of call to improve efficacy.
Integrate with existing agent desktops, CRM platforms, and other live monitoring applications.
Integrate with CallMiner Coach to monitor real-time alerts in the interface and with CallMiner Analyze for post-contact analysis using AI-powered scoring of transcribed audio.
Contact center supervisors can deliver guidance via a desktop alert to agents during customer interactions. Customized insights address diverse situations, including compliance warnings or critical customer information.
Authorized supervisors can listen in on agent conversations while they are happening. Used in conjunction with alerts, supervisors can step in and help agents as needed with personalized support.
Agents can proactively ask a supervisor or authorized user for help during a customer interaction, such as when a customer makes a request for escalation.
When an agent is online, a green icon will appear, allowing supervisors additional visibility, which is especially helpful for remote agents.
CallMiner lets us enable our agents with real-time guidance to draw attention to what’s actually happening. This helps us encourage and drive active listening skills, while also guiding the agent to take appropriate action.
Contact Center Director, Kelsey-Seybold Clinic
CallMiner's leadership stems from its mastery of operational workflows.
The Forrester Wave: Conversation Intelligence for Customer Service, Q3 2023
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.