How much do you know about your conversations with customers?
A contact centre solution can show you where your calls are coming from, and help you manage conversations across multiple channels. But it takes something extra to dive into the meaning behind those conversations. CallMiner, a market leader in conversational intelligence, can help you to understand the deeper nuances of your conversations.
CallMiner is the leading provider of conversational analytics, designed to drive better experiences for customers. CallMiner Conversation “Analyze” solution is part of a comprehensive selection of tools from the brand, used for coaching team members, alerting staff to new opportunities, and visualising valuable data insights.
Let’s take a closer look at the CallMiner Conversation Analytics service.
CallMiner Conversation Analytics: Features
CallMiner offers a complete portfolio of conversational intelligence tools created to enable stronger business decision making. The system allows business leaders to capture and analyse customer interactions across a range of channels. Once you’ve collected the information you need, you can extract meaningful insights from unstructured data to drive genuine action.
The “Analyze” section of the Call Miner portfolio delivers the central analytics environment. This solution can work alongside other CallMiner products to provide a more comprehensive service. CallMiner Analyze is a customisable dashboard for your Eureka platform. Features include:
- Automatically score 100% of calls, emails and chats
- Identify immediate actionable insights
- Transcribe audio into readable text
- Categorize content
- Search for and share insights
- Score conversations with automated metrics
- Omni-channel Expansion for every channel
- Support for use of special characters and emojis
- Automated multi-journey mapping
- AI innovation for conversational insights
- Federated repository of contact centre insights
- Organic discovery
- Customer journey tracking
- Contact detail view
- Agent performance view
- Robust API integrations
With CallMiner analytics, you can track text and audio interactions in one environment, as well as generate insights across various channels in the customer journey. Ai-driven search suggestions enhance search category building and alerts, enabling insights and actions across all omnichannel interactions. There’s even the option to easily search through content using phrases, keywords, and acoustic measurements.
CallMiner Conversation Analytics: Benefits
CallMiner’s Analyze system is a state-of-the-art tool for reading in between the lines of your conversations with customers. You can discover potential issues and trends easily with AI analytics and gain a better understanding of the customer experience across chat, web, and social media content. There’s also a contact detail view for playing back calls, adding comments and more.
With CallMiner, companies get visibility into not just their contacts, but also their employees, with a full view of agent performance with score comparisons for gamification. Benefits include: