Insights into Your Customer Conversations
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 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:
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’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:
The conversational analytics environment within CallMiner makes it quick and simple for businesses to better understand all aspects of the customer journey. End-to-end omnichannel tracking, combined with intelligent tools and machine learning, means you can discover what’s really going on behind the scenes when your employees are building relationships with customers.
The ability to track all kinds of trends in one environment, from customer conversation patterns to changes in your employees’ performance, makes it easier to find areas where you can potentially improve customer service, and enhance relationships with clients. Being able to create and share immersive reports into the customer journey with other members of the team is excellent too.
You can also connect your “Analyze” solution from CallMiner with other tools within the portfolio, such as Eureka for deeper insights, or tools for training. There are services for visualising your reports and capturing valuable information from reviews. You can also integrate the CallMiner solution with a host of popular tools.
CallMiner is one of the most popular tools on the market for conversational analytics. The solution has offered businesses of all sizes a new opportunity to see behind the scenes of customer interactions. Throughout the omnichannel customer journey, you can use CallMiner to examine the trends leading to better customer service.
The intelligent tools implemented into the CallMiner environment also make it easier to turn unstructured data and conversations into actionable insights. From there, you can make more effective decisions about how to run your company and delight your audience.