It’s an understatement to say that technology has advanced dramatically over the past nearly two decades. For CallMiner, that change has been rooted in the shift from supporting contact centre efficiency to driving true business performance improvement.
At its founding, the company was focused on helping contact centres handle customer questions and concerns, provide better customer experiences, improve agent performance, and more. But over time, and as the scope of customer conversations expanded from voice to digital, CallMiner realised those conversations could do more than just improve the contact centre -- they contained the insights to drive improved sales, better target marketing messages, create higher value products, increase employee engagement and drive stellar financial results.
As CMO Eric Williamson shared, the evolution of both the industry and CallMiner as a company made it the right time for a brand and messaging refresh. The updates ensure CallMiner’s current offering and core value proposition are aligned -- insights that come from deeply understanding customer conversations can unlock transformational business change.
From analysing speech to understanding conversations at scale
“The capabilities of the artificial intelligence available to us today means we can analyse every aspect of millions of customer interactions,” he said. And in such a rapidly developing space, “the reality of what we're offering and what the platform can offer inevitably came to outpace how we were articulating our positioning to the world, both in messaging but also in look and feel.”
As Williamson explained, “At CallMiner, we expanded our capture and analysis function beyond speech years ago to address the omnichannel nature of how customers engage with brands. It’s no longer just voice conversations. Organisations are having conversations with their customers via chat, video, email, social media and more.”
“We also believe that those same conversations contain the keys to unlock value throughout the enterprise. Our new messaging reflects the business performance improvement benefits that CallMiner delivers to our clients.”
Those clients include world-leading brands across a wide range of verticals and industries including Dell, SiriusXM, Wayfair, Santander, British Gas and more.
The vital intelligence that CallMiner delivers stems from the way the company’s platform leverages AI to deduce intent, sentiment and meaning from such data - going way beyond recognising words and phrases to parse context, nuance and trends at unparalleled depth. This deep understanding means businesses can truly understand what’s going on throughout customer conversations at scale.
Remaining focused on the human at the heart of the interaction -- what they say and how they say it -- can yield transformational business intelligence and predictive insight, driving improvement and competitive differentiation right across the enterprise.
