New Features for CallMiner's Conversation Analytics

US-based CallMiner has announced upgrades to its Conversation Analytics Platform, including automatic capture and analysis of conversations from meeting platforms Microsoft Teams and Zoom.

The firm captures contact center conversations to give clients 'the voice of the customer', with tools including Eureka, which automates the process of extracting information from customer calls into structured data. In July it launched a solution called Sales Conversation Analytics (SCA), to analyze customer and prospect conversations, as well as rep performance.

With the Fall Release of Conversation Analytics, CallMiner says organizations can analyze and uncover insights from more customer conversations than ever before. The company notes that the pandemic and the shift to remote business operations has changed communication modes between managers and their customer service representatives (CSRs); CSRs and their customers; and customers and organizations - and the new features reflect this.

VP of Product Bruce McMahon comments: 'Our new integrations with Contact Center as a Service providers enable our customers to more easily embrace real-time capabilities, like agent guidance and alerting. We've also introduced a new Solutions Catalogue filled with pre-built queries, scores and metrics that can be quickly browsed, activated and combined to rapidly return conversational insights that uniquely suit business needs. We're excited to introduce these platform enhancements and empower organizations to drive greater business improvement from their conversation analytics programs than ever before'. In addition to the expanded conversation types, key updates include expanded integrations with Contact Center as a Service (CCaaS) vendors; customizable solutions and tools giving clients a Catalogue of out-of-the-box solutions via a subscription fee.

Web site: www.callminer.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.