CallMiner Analyze is a leading AI-powered conversation intelligence platform designed to automatically uncover insights from 100% of customer interactions, both within and beyond the contact center. By harnessing advanced AI and machine learning, the platform delivers a new understanding of customer behavior, enabling businesses to improve operations and foster customer advocacy. It goes beyond traditional text search to expose sentiment in voice and text, reveal unexpected topics, and discover related terms and phrases, providing data-driven insights to inform decision-making. The platform's omnichannel capabilities allow for the capture of customer data across all channels, breaking down silos and democratizing insights by routing them to relevant departments and leaders. CallMiner Analyze helps businesses understand customer contact reasons, coach agents to align with customer needs, and use in-the-moment insights to meet current demands while driving better future business outcomes. It is a comprehensive solution for analyzing customer interactions at scale, combining deep domain expertise with cutting-edge AI analytics to identify opportunities for improved customer experience, business growth, and transformational change.

Features & Benefits

• Omnichannel Interaction Analysis
  • Gains visibility into customer insights across all channels of engagement, including both text and voice-based interactions, capturing 100% of customer data.
  • Visibility into all interactions across channels, however customers engage
  • Automated multichannel customer journey mapping
  • Auto-scored interaction insight for every customer interaction
• Advanced AI & ML Analytics
  • Harnesses AI and ML to gather deep insights from customer conversations, including uncovering trends, building prediction models, and identifying areas for business improvement. It exposes sentiment in voice and text, and reveals unexpected topics.
  • Reveal unexpected topics and trends within conversations using customizable searches or pre-built analytics content
  • Discover related terms and phrases to identify trends in your interactions and provide suggestions on what to explore further
  • Use AI to document short, digestible summaries to help uncover new insights
• Actionable Business Insights
  • Identifies, prioritizes, and reports on insights that improve customer, product, and brand experience. Unsupervised ML offers insights necessary to predict NPS scores, anticipate customer churn, and forecast likelihood to buy.
• Robust API & Integrations
  • Enables integration of all customer data by using pre-built integration modules or robust APIs to route data to various platforms and repositories (CRM, BI tools, data lakes) for 100% data ownership and a holistic customer view.
• High-Accuracy Transcription
  • Accurately transcribes voice-to-text from hundreds of languages using Microsoft Azure STT, a state-of-the-art recognizer built on comprehensive ML training data.
• Intuitive Data Visualization
  • Visually represents the entire customer journey, with drill-down details revealing insights into customer behaviors, agent performance, process challenges, and other root cause indicators.
• Organization-Wide Alerting
  • Closes the loop between customers and decision-makers by raising alerts regarding critical feedback, shortening the time to act on and improve the customer journey.
• Customizable Dashboards & Reports
  • Provides individual and supervisor dashboards for easier access to coaching, performance metrics, and key insights that lead to informed decision-making.
• Secure Data Redaction
  • Automatically redacts sensitive data, including PCI DSS and custom entities, using pattern matching, AI-based entity redaction, or a combination of both.
• Automated Contact Summarization
  • Uses automatic AI and topic-based summarization to reduce agent after-call work (ACW), improve coaching, pinpoint insights, and identify issues beyond the contact center.