CallMiner [Private Offer Only]

CallMiner improves customer experience and business outcomes using AI to turn customer conversations and feedback into actionable insights. By analyzing interactions across channels, CallMiner empowers frontline teams to deliver exceptional service and sales performance, and provides managers and executives with real-time insights for informed decision making and immediate action. CallMiner integrates with Amazon Connect for access to call recordings, screen recordings, and messages and can optionally ingest transcriptions from Amazon transcribe maximizing the return on your current AWS investments.

Combining insights from contact center interactions with other sources of customer feedback, CallMiner supports a broad range of use cases, including the following;

Contact Center and Agent Performance: CallMiner drives efficiency by providing deep insights into contact drivers, channel preferences, and contact handling processes. It automates routine tasks, allowing agents to focus on higher-value interactions. Real-time guidance and suggestions, along with supervisor monitoring, enhance decision-making and customer engagement. Automated quality assurance and coaching ensure continuous agent performance feedback for exceptional customer experiences.

Customer Experience and Effort: CallMiner helps organizations understand what drives positive and negative customer experiences by analyzing customer interactions and feedback. Automated scoring predicts net promoter score and measures customer effort, loyalty, and other satisfaction indicators. Correlating these measures with customer groups, products, or other topics, combined with executive dashboards, journey mapping, and notifications, enables organizations to take action to improve customer experience.

Customer Retention: Insights from omni-channel interactions help identify at-risk customers and drive retention actions. CallMiner helps organizations understand the primary reasons customers stay or go, allowing for corrective action to increase lifetime value.

Complaints Management: CallMiner analyzes speech and text data from customer interactions to identify common complaints, notify response teams, analyze complaint sentiment, correlate to specific topics, measure resolution effectiveness, and identify training opportunities to improve complaint processes. This data-driven approach enables businesses to address issues more efficiently, improve customer satisfaction, maintain regulatory compliance, and protect their brand reputation.

Product Feedback: CallMiner provides product owners and managers with insights into customer challenges, wants, and needs. This information helps inform feature requests, safety concerns, and more, as input to roadmap prioritization. Tracking competitor mentions provides intelligence on threats and opportunities for improved market positioning.

Sales & Marketing Effectiveness: CallMiner improves sales and marketing effectiveness by providing valuable insights from interactions, feedback, and transactional data. These insights can be used to enhance coaching, optimize sales processes, track campaign mentions and metadata, personalize messaging, and improve customer segmentation. Marketing and revenue teams can drive improved results through data-driven decisions.

CallMiner achieves all of this with a comprehensive set of data integration and capture capabilities, deep search, agentic AI and AI-powered analytics tools, visually rich configurable dashboards, coaching applications and notification workflows, and real-time guidance and monitoring tools.