CallMiner RealTime is an advanced AI-powered solution designed to automatically notify contact center agents or supervisors based on real-time customer interaction indicators. It uncovers customer behaviors and leverages this intelligence to drive immediate action during a call, enabling agents to alter the course of an interaction and significantly improve outcomes. The system provides always-ready guidance at crucial moments, optimizing agent engagement by triggering immediate attention and next-best actions based on impactful customer indicators through automatic, data-driven intelligence. The platform is highly scalable, supporting over 100,000 simultaneous multichannel interactions without requiring additional storage for insights, trend analysis, or reporting benefits. Its self-configuration capabilities allow for easy establishment of alert thresholds and modification of notifications based on changing conversational topics or specific customer indicators. CallMiner RealTime delivers a level of proactivity that enhances both customer and agent experience, using dynamic insights to drive actions that reduce customer issue escalations, resolve potential compliance risks, and help recover from negative customer interactions in real time. It can also identify at-risk customers, de-escalate emerging issues, automatically elevate critical situations to supervisors, and pinpoint retention or upsell opportunities with dynamic suggestions. Beyond customer experience, RealTime optimizes agent performance by directing attention with customizable alert thresholds, providing next-best guidance, improving conversation response times, and lowering overall monitoring costs. It also ensures compliance and mitigates risk by automatically redacting sensitive audio, text, and transcription data in real time, identifying legal and script compliance issues (including timing of required disclosures) with immediate resolution guidance, and offering real-time supervisor visibility for in-the-moment intervention.

Features & Benefits

• Real-time AI-Driven Guidance
  • Automatically notifies agents or supervisors based on customer interaction indicators, driving action while a call is in progress to improve outcomes.
  • Always-ready guidance for agents at crucial moments.
  • Immediate attention and next-best action based on impactful customer indicators.
  • Supports over 100,000 simultaneous multichannel interactions.
  • Self-configuration for alert thresholds and notifications.
• Proactive Agility & CX Intervention
  • Delivers dynamic insights to improve customer and agent experience by driving actions to reduce escalations and resolve risks.
  • Identify at-risk customers in real time for proactive retention.
  • De-escalate emerging issues or elevate to a supervisor.
  • Identify retention and upsell opportunities with dynamic suggestions.
• Optimized Agent Performance
  • Directs agent attention and provides guidance to improve conversation quality and efficiency.
  • Direct agent attention with self-customizable alert thresholds.
  • Provide agents next-best guidance in real time.
  • Improve conversation response times and lower overall monitoring costs.
• Compliance & Risk Mitigation
  • Ensures adherence to regulations and reduces potential liabilities through automated processes and real-time visibility.
  • Automatically redact sensitive audio, text, and transcription data in real time.
  • Identify legal and script compliance with immediate resolution guidance.
  • Real-time supervisor visibility for in-the-moment intervention.
• Alerts by Category
  • Automated categorization allows for alert types customized for each kind of call to improve efficacy.
• API-Driven Power
  • Integrates with existing agent desktops, CRM platforms, and other live monitoring applications.
• Platform Expansion
  • Integrates with CallMiner Coach for real-time alert monitoring and CallMiner Analyze for post-contact analysis using AI-powered scoring of transcribed audio.
• Live Insights
  • Contact center supervisors can deliver guidance via desktop alerts to agents during customer interactions, addressing diverse situations including compliance warnings or critical customer information.
• Live Listen
  • Authorized supervisors can listen in on agent conversations as they happen, using alerts to step in and provide personalized support as needed.
• Agent Call for Help
  • Agents can proactively ask a supervisor or authorized user for help during a customer interaction, such as when a customer requests escalation.
• Agent Status Visibility
  • A green icon indicates when an agent is online, providing supervisors additional visibility, especially helpful for remote agents.