Customer service contact centers can carry out thousands of interactions per day. The process of answering calls, responding to chats and emails, understanding customers’ needs and requests, and delivering the desired outcome can be challenging. What’s more, those interactions contain a wealth of valuable insights that have the power to drive meaningful business-performance improvements. From why customers are contacting your organization and how your agents are performing to potential issues such as with your products and services or compliance risks, intelligence from the contact center can help leaders make better decisions to improve efficiency, customer experiences, product innovation, and more. CallMiner’s AI-driven platform empowers organizations to ingest and analyze every conversation that happens in the contact center and beyond to uncover insights, take action, and drive transformational change.
Data behind the words
A goal of almost every business is to better serve its customers. And with customer expectations and demands higher than ever, it’s critical that organizations have the tools necessary to understand the entire customer journey, such as where they succeeded or not in delivering great agent and customer experiences and changes that can be made to improve outcomes.
CallMiner is a leader in conversation intelligence. Conversation intelligence is the ability to understand the interactions between an enterprise and its customers, across channels and at scale. This can be voice- or text-based interactions, such as chat, email, text messages, social media, or even customer surveys.
“We’ve used Azure AI services to better our platform. Our biggest use case for Azure is in the AI, Cognitive Services, and speech areas. It touches almost every single part of our platform”
Jeff Gallino, Cofounder and Chief Technology Officer, CallMiner
Converting conversations into actions
CallMiner partnered with Microsoft because of its world-class speech recognition system. As one of the largest users of Azure AI services among Microsoft's partners, CallMiner can offer organizations access to Microsoft Azure AI Speech, which is the industry's most precise transcription solution. By incorporating Azure AI Speech, specifically Speech to Text, CallMiner's platform is able to provide more comprehensive analytics and insights to businesses, allowing for a deeper understanding of interactions between customers and enterprises, across various channels and at scale.
CallMiner is also able to augment its native AI capabilities with Azure AI services, to more quickly and securely scale, meeting the demands of customers. The seamless combination of CallMiner's analytics capabilities with Azure AI and Azure AI Speech’s speech to text enables organizations to drive systemic change by more effectively surfacing customer intelligence and supporting data-driven business decisions.
CallMiner’s platform is highly flexible, making it applicable for a wide range of use cases and verticals. Organizations across industries such as healthcare, financial services, retail, telecommunications, and technology are using CallMiner to improve agent performance, automate quality assurance, identify risk and compliance issues, understand customer experience, drive product innovation and more. This also includes real-time analytics capabilities that can be used to support agents in-the-moment, and identify and solve customer issues before an interaction ends.
The CallMiner platform supports business leaders across departments. For contact center leaders, CallMiner provides the tools needed to coach more effectively at scale and improve the customer experience. Agents benefit from self-coaching tools and in-the-moment guidance to provide support for escalation and compliance issues, and pre-built solutions and automation to gauge sentiment and identify at-risk agents.
For leaders outside of the contact center, CallMiner aggregates information from all customer channels to deliver a holistic view of customer needs, desires, and preferences. Insights are quickly surfaced, allowing teams to act with agility. With a stronger understanding of all customers, teams can make data-driven decisions and deliver better experiences that turn customers into advocates.
AI in the conversation intelligence space
Jeff Gallino, Cofounder and Chief Technology Officer of CallMiner, believes the goal of CallMiner's AI-driven conversation intelligence platform is to uncover the insights needed to make better and more informed business decisions in the contact center and across the enterprise. He also believes that Microsoft’s AI capabilities are critical to that.
“We’ve used Azure AI services to better our platform,” says Gallino. “Our biggest use case for Azure is in the AI, Cognitive Services, and speech areas. It touches almost every single part of our platform and is a very big part of our go-to-market strategy.”
Adds Gallino, “We started with AI as a requirement in mind. [Organizations are] getting the absolute leading-edge technology so that [they] can go after AI with confidence…. [CallMiner] is going to continue to innovate with the certain knowledge that we’re partnered with companies like Microsoft so that we have access to great technology and we can get it to our customers more quickly.”
“[CallMiner] is going to continue to innovate with the certain knowledge that we’re partnered with companies like Microsoft so that we have access to great technology and we can get it to our customers more quickly”
Jeff Gallino, Cofounder and Chief Technology Officer, CallMiner
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