CallMiner Launches Fall Release

CallMiner, a provider of conversation analytics, today launched the fall release of its CallMiner Conversation Analytics Platform with innovations to help users analyze and uncover insights from more customer conversations.

"CallMiner's Fall Release affirms our commitment to delivering the most innovative and comprehensive products on the market," said Bruce McMahon, vice president of product at CallMiner, in a statement. "Our new integrations with contact center-as-a-service providers enable our customers to more easily embrace real-time capabilities, like agent guidance and alerting. We've also introduced a new Solutions Catalogue filled with pre-built queries, scores, and metrics that can be quickly browsed, activated, and combined to rapidly return conversational insights that uniquely suit business needs. We're excited to introduce these platform enhancements and empower organizations to drive greater business improvement from their conversation analytics programs than ever before."

Key updates in the CallMiner Conversation Analytics Platform Fall Release include the following:

• Cloud-based integrations to contact center-as-a-service (CCaaS) vendors, including Five9 VoiceStream, and LiveVox Shadow Audio, to capture real-time audio and feed that data into the CallMiner platform for real-time alerts, insights, and agent guidance.
• The CallMiner Solutions Catalogue of composable, out-of-the-box solutions, including AI-powered search indicators.
• User interface (UI) and functionality updates.
• Expanded conversation types for automatically capturing and analyzing customer conversations from popular meeting platforms, including Microsoft Teams and Zoom.

"Changing market dynamics have only strengthened what CallMiner has always known: that organizations are having an increasing number of conversations with their customers across a range of channels and that those interactions contain the insights needed to drive better customer experience, operational efficiency, and business improvement," said Jeff Gallino, chief technology officer and founder of CallMiner, in a statement. "By continuing to innovate on and improve our platform, we're empowering our customers to do just that. Our Fall Release makes it possible for organizations to get greater value from existing investments, achieve the flexibility to navigate an evolving industry, and unlock the intelligence contained in customer interactions at scale."