Conversation analytics leader CallMiner has announced the combination of its CallMiner Eureka Platform with Microsoft Azure Speech to Text.
Azure customers will gain access to CallMiner as a contact centre analytics solution delivered via the Microsoft Azure Marketplace. Audio-to-text transcriptions of contact centre conversations can be fed into the CallMiner platform in real-time and post-call, enabling data analytics to discover trends in customer conversations.
“In today’s business world, where organisations are having an increasing number of conversations across a range of channels, our mutual customers rely on analytics capabilities like CallMiner’s to gain intelligence into what is being said in those interactions,” said Bharat Sandhu, senior director, Azure Data + AI, at Microsoft. “We’re looking forward to seeing how Microsoft customers will use CallMiner alongside Azure Speech to Text to turn insights from spoken conversations into action.”
Features enabled by the partnership include:
- Quick insights into customers via visualisation tools and dashboards for identifying trends
- Improved customer engagement with speech models that are tailored to understanding dialects and industry terminology
- Reduced build times with Azure speech APIs, helping organisations save on building audio management and other capabilities
“The interactions that organisations are having with customers are increasing in volume and complexity, making it difficult to identify critical trends and opportunities for improvements at scale,” said Jeff Gallino, CTO at CallMiner.
“By combining CallMiner’s best-in-class conversation analytics platform with Microsoft’s speech recognition solution, organisations can get even more value out of their existing tools and gain deep understanding into customer conversations they’re already having. With the right insights, not only can companies empower contacts centres to improve customer experiences and agent performance, but they can also make better business decisions across every department.”
CallMiner recently expanded its partnership with Service Management Group, a global customer, patient and employee experience management company, to combine omnichannel conversation data and AI-powered analytics with experience management data.
