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Software Details
Call Miner
Categories

Analytics

Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.

Customer Journey Orchestration (CCaaS)

Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.

Workforce Engagement Management (WEM)

Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.

Product Types

Agent Assist

Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.

Auto Quality Assurance (QA)

Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.

Coaching and Performance Management

Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.

CSAT and Feedback Management (Voice of Customer)

Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.

Interaction and Speech Analytics

Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.

Recording

Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.

Reporting, Business Intelligence (BI) and Customer Insights

Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.

Focus Industries
Interested in Call Miner
Talk to a technology advisor for no cost/obligation to better understand how Call Miner can be a fit for your business.
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Call Miner

More Details
CallMiner delivers conversation analytics powered by AI, enabling organizations to analyze and improve customer interactions across channels.
CallMiner delivers conversation analytics powered by AI, enabling organizations to analyze and improve customer interactions across channels.
Overview Buying Guide

Overview

Executive Overview

CallMiner is a conversation intelligence platform that captures and analyzes customer interactions across voice, chat, email, and more. It delivers actionable insights to drive CX improvement, compliance, coaching, and business performance at scale.

Company Differentiation

- Deep CX insight engine built on decades of conversation intelligence

Company Demographics

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Product Offerings

Offerings

CallMiner provides a comprehensive suite of AI-powered conversation intelligence solutions designed to transform raw customer interaction data into actionable insights. Our core offerings include:

1. Interaction Analytics Platform

    1. Omnichannel Data Capture: Securely ingest and process customer interactions from all major channels, including:

* Voice: Real-time and post-call analysis of recorded calls.

* Chat & Messaging: Integration with live chat, SMS, and popular messaging platforms (e.g., WhatsApp, Facebook Messenger).

* Email: Analysis of customer service emails and associated threads.

* Social Media: Monitoring and analysis of public social media interactions.

* Survey Data: Integration with CSAT, NPS, and other survey platforms for contextual analysis.

    1. Advanced AI & Machine Learning:

* Speech-to-Text Transcription: Highly accurate transcription for over 50 languages, including dialect and accent recognition.

* Natural Language Processing (NLP): Automatically identify themes, topics, sentiment, emotion, effort, and intent within conversations.

* Behavioral Analytics: Detect specific agent and customer behaviors (e.g., cross-talk, silence, empathy, frustration cues).

* Predictive Analytics: Identify at-risk customers, potential churn indicators, and opportunities for upselling/cross-selling.

    1. Customizable Categorization & Tagging: Define and apply custom categories, tags, and rules to automatically classify interactions based on business objectives (e.g., product issues, service requests, compliance breaches, sales opportunities).
    2. Robust Search & Filtering: Granular search capabilities across all interaction data, using keywords, phrases, sentiment scores, agent IDs, customer segments, and custom tags.

2. Real-Time Guidance & Coaching

    1. Agent Assist: Provide real-time, in-the-moment guidance to agents during live calls or chat sessions.

* Next-Best-Action Recommendations: Suggest relevant knowledge base articles, scripts, or offers based on conversation context.

* Compliance Prompts: Alert agents to potential compliance risks or required disclosures.

* Sentiment & Emotion Alerts: Notify agents of escalating customer frustration or positive sentiment shifts.

    1. Post-Interaction Coaching Workflows:

* Automated Scorecards: Generate objective, data-driven agent performance scores based on predefined criteria.

* Targeted Coaching Opportunities: Automatically identify specific interaction segments for supervisor review and personalized coaching.

* Performance Dashboards: Provide supervisors with a holistic view of agent and team performance trends.

3. Compliance & Risk Management

    1. Automated Compliance Monitoring: Proactively identify and flag conversations that may violate regulatory requirements (e.g., PCI DSS, HIPAA, GDPR, TCPA).
    2. Policy Adherence Verification: Monitor agent adherence to internal policies, scripts, and disclosure requirements.
    3. Fraud Detection: Identify suspicious language patterns or behavioral anomalies indicative of potential fraudulent activity.
    4. Audit Trail & Reporting: Maintain a comprehensive, searchable archive of all interactions for audit purposes, with detailed reporting on compliance breaches and resolution.

4. Customer Experience (CX) Optimization

    1. Root Cause Analysis: Pinpoint the underlying causes of customer dissatisfaction, repeat calls, and service failures.
    2. Customer Journey Mapping: Understand friction points and moments of truth across the entire customer journey by analyzing multi-channel interactions.
    3. Sentiment & Effort Analysis: Quantify customer sentiment and effort scores to track CX trends and identify areas for improvement.
    4. Feedback Loop Integration: Connect insights directly to product development, marketing, and operational teams to drive systemic improvements.

5. Business Performance & Revenue Growth

    1. Sales Effectiveness: Identify best practices from top-performing agents, optimize sales scripts, and improve conversion rates.
    2. Operational Efficiency: Reduce average handle time (AHT), improve first call resolution (FCR), and minimize repeat contacts by addressing common issues.
    3. Churn Reduction: Proactively identify customers at risk of churn based on conversation patterns and sentiment.
    4. Product & Service Improvement: Gather direct customer feedback on product features, service gaps, and market opportunities.

Deployment Options: Cloud-native SaaS platform.

Product Differentiation

- Enterprise analytics with flexible integrations and AI signal enrichment

Buying Guide

Best Fit

For businesses looking to unlock actionable insights from customer interactions with CallMiner’s conversation analytics platform, CXponent offers expert guidance to help you make the most informed decision for your customer experience strategy.

Key Features and Benefits

  • Conversation Analytics: CallMiner’s platform analyzes customer interactions across voice, text, chat, and email to deliver actionable insights that improve customer experience and operational efficiency.
  • Real-Time Insights: CallMiner’s real-time analytics enable businesses to monitor and analyze interactions as they happen, improving agent performance and customer satisfaction.
  • Automated Quality Assurance: CallMiner automates the quality assurance process, allowing businesses to evaluate 100% of customer interactions and ensure compliance with internal standards and regulations.
  • Customizable Dashboards: CallMiner’s customizable dashboards allow businesses to visualize interaction data and track performance metrics across multiple channels.
  • Sentiment Analysis: CallMiner provides advanced sentiment analysis, allowing businesses to understand customer emotions and identify areas for improvement in their interactions.

Technical Requirements

  • Internet Connectivity: Ensure reliable internet connectivity to access CallMiner’s cloud-based platform and process customer interaction data.
  • Device Compatibility: CallMiner is compatible with leading contact center platforms and devices, ensuring seamless integration with existing infrastructure.
  • Integration Capabilities: CallMiner integrates with leading CRM systems, contact center platforms, and customer support tools, streamlining the flow of interaction data across channels.
  • Security & Compliance: CallMiner supports compliance with industry regulations, ensuring secure handling of sensitive customer data.

Business Requirements

  • Customer Experience Goals: Identify if your business needs to analyze customer interactions across multiple channels to improve customer experience and operational efficiency.
  • Feature Prioritization: Determine whether real-time analytics, automated quality assurance, or sentiment analysis is critical to your customer experience strategy.
  • Scalability Needs: Ensure that CallMiner’s platform can scale with your contact center and customer support teams as your business grows.
  • Budget Alignment: Consider the total cost of implementing CallMiner’s conversation analytics platform, including integration, training, and customization.

Use Cases

  • Contact Centers: CallMiner enables contact centers to analyze 100% of customer interactions, improving agent performance, compliance, and customer satisfaction.
  • Financial Services: Financial institutions can leverage CallMiner’s conversation analytics to ensure compliance with regulations and improve the quality of customer interactions.
  • Retail & E-commerce: Retail businesses can use CallMiner’s sentiment analysis to understand customer emotions and identify opportunities to improve the shopping experience.
  • Healthcare: Healthcare providers can use CallMiner’s analytics to ensure compliance with patient privacy regulations and improve the quality of patient interactions.

Qualifying Questions

  • How many customer interactions do you handle daily, and could analytics improve the quality and efficiency of your operations?
  • Do you need real-time insights into customer interactions across multiple channels, such as voice, chat, and email?
  • Are your current customer experience tools integrated with CRM and analytics systems, and do they meet your needs?
  • Are you looking for sentiment analysis to understand customer emotions and identify areas for improvement in your interactions?

Implementation Timeline & Considerations

  • Timeline: Implementation of CallMiner can take several weeks, depending on the complexity of integrations and the volume of customer interactions.
  • Considerations: Ensure alignment between IT, customer service, and compliance teams during deployment. Plan for agent training on how to use CallMiner’s real-time insights and analytics features.

ROI and Business Impact

  • Cost Savings: CallMiner’s automated quality assurance and real-time analytics reduce the need for manual call monitoring, leading to lower operational costs.
  • Increased Efficiency: Real-time insights help agents resolve customer issues faster, improving overall efficiency and reducing call times.
  • Scalability: CallMiner’s platform scales easily to accommodate growing contact centers and increased customer interactions across multiple channels.
  • Improved Customer Satisfaction: By providing actionable insights into customer interactions, CallMiner helps businesses improve customer experience and satisfaction.

Cost Model

CallMiner offers pricing based on the number of interactions analyzed, the level of customization required, and the number of users. Custom enterprise pricing is available for businesses with larger contact centers and more complex analytics needs.

Roles of Decision Makers

  • Customer Experience Leaders: Ensure that CallMiner’s features align with your goals for improving customer experience and operational efficiency.
  • IT Team: Evaluate integration capabilities with existing contact center platforms and CRM systems.
  • Compliance Officers: Align CallMiner’s automated quality assurance features with industry regulations to ensure compliance during customer interactions.
  • Contact Center Leaders: Ensure that CallMiner’s real-time analytics and sentiment analysis meet the needs of your customer support and agent performance strategies.

Additional Considerations & Helpful Tips

  • Scalability: CallMiner’s platform scales easily, supporting more agents and customer interactions as your business grows.
  • User Experience: Ensure that CallMiner’s platform is intuitive and easy for agents and managers to use in analyzing customer interactions.
  • Start with a Trial: Consider starting with a trial period to evaluate CallMiner’s effectiveness in your contact center environment.
  • Training & Support: Plan for comprehensive training to ensure that agents and managers can fully utilize CallMiner’s analytics and quality assurance features.

Next Steps

Curious if CallMiner is the right fit for your business? CXponent can help you assess your needs and guide you through the decision-making process. With extensive experience in advising businesses on technology solutions, we provide personalized guidance to help you select the best solution.

Qualifying and Technical Questions

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Call Miner Software Details
Transform Customer Interactions with CallMiner's AI Analytics
Categories

Analytics

Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.

Customer Journey Orchestration (CCaaS)

Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.

Workforce Engagement Management (WEM)

Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.

Product Types (Software Comparison Matrix)

Agent Assist

Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.

Auto Quality Assurance (QA)

Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.

Coaching and Performance Management

Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.

CSAT and Feedback Management (Voice of Customer)

Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.

Interaction and Speech Analytics

Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.

Recording

Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.

Reporting, Business Intelligence (BI) and Customer Insights

Transform data into actionable insights. Visualize data, create interactive dashboards, and generate reports to track KPIs, identify trends, and make informed business decisions.

Focus Industries
Interested in Call Miner?
Talk to a technology advisor for no cost/obligation to better understand how Call Miner can be a fit for your business.