BUSINESS PROCESS OUTSOURCING

Differentiate from the competition with the most powerful conversation analytics platform  

Go beyond agent performance and efficiency by uncovering the insights that will drive business and performance improvement for your clients.  

Lead the BPO pack

Adopting cutting edge technology, like AI-powered analytics, means BPOs can help clients better understand customer interactions and drive value.

Improve operational efficiency

By understanding 100% of customer conversations, BPOs can more effectively identify areas of opportunity to increase efficiency for their clients.

Make better business decisions

Uncovering the insights from customer interactions that drive action put BPOs in the position to help clients improve decision-making enterprise wide.

Learn more about our platform

Business process and contact center outsourcers can now

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Increase time to value 

Identify areas of improvement across your contact center to help clients meet customer demands faster.  

  • Reduce silence, transfers and total call length to help clients increase customer satisfaction  
  • Monitor every customer interaction to make improvements that align with clients’ business drivers, such as customer experience and compliance adherence 
  • Uncover issues related to product, processes and more using Voice of the Customer (VoC) analysis to help clients make better business decisions 

Discover how our Analyze product can help BPOs better support clients 

Customers
Drive results that matter most to clients 

Understand and map to client KPIs by benchmarking agent performance, improving coaching and leveraging real-time guidance. 

  • Monitor 100% of customer conversations to identify agent behaviors that drive the best results, and apply that knowledge across the entire agent base  
  • Deliver performance feedback directly to agents to support incremental improvement that matches client expectations and customer demands 
  • Leverage real-time guidance to help agents alter the course of an interaction and improve outcomes 

Read about the value of our Coach product for performance improvement 

Products
Improve clients’ bottom lines 

Support clients with visuals representing conversation analytics data and shareable presentations that encourage enterprise-wide improvements. 

  • Use data-driven, visual evidence to connect the dots across insights, compare results and help clients identify root-cause issues 
  • Easily identify patterns and trends across customer interactions to help clients inform key business decisions 
  • Use before-and-after assessments to measure the impact of agent coaching, as well as ROI analysis of bottom-line benefits 

Learn how Visualize can help BPOs visually share data with clients  

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CallMiner’s real-time and business insights capabilities stand out among WFO suites.

The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018