CallMiner, a global leader in conversation analytics, announced the release of new and expanded workforce intelligence capabilities to elevate customer experience and business outcomes. The new enhancements will enable organizations to improve contact center and customer service agents experience and enhance customer engagement.

Powered by artificial intelligence (AI) and machine learning (ML), CallMiner offers a comprehensive platform to analyze omnichannel customer engagement. It helps organizations understand and interpret customer behavioral patterns to deliver enhanced customer experience.

Through the combined workforce intelligence capabilities, CallMiner intends to help organizations improve agent retention and customer engagement. These enhancements are designed to equip contact center agents to efficiently overcome challenges like eliminating repetitive tasks and improve agent service.

Scott Kendrick, VP of Strategy at CallMiner, said, “For today’s customer-centric organizations, it’s critical to deliver the best experiences possible at every touchpoint – and the best way to achieve this is with high performing and highly engaged agents. This is easier said than done considering the high number of remote agents in today’s workforce, rising agent attrition rates and competition in the labor market. Combining this with the increasing complexity of interactions being handled by agents as routine contacts move to self-service or bots, has created the perfect storm. The combined workforce intelligence capabilities within the CallMiner platform make it easier for organizations to retain agents for increased tenure, elevate new agent performance faster, and empower their contact center supervisors, agents, and teams with the right tools to drive positive business and customer outcomes.”

The enhanced capabilities include:

Quality assurance and performance management: CallMiner allows screen and call recording along with a wide range of integrations like video conferencing, contact center as a service (CCaaS), email etc. The CallMiner Screen Record feature allows supervisors to assess the way agents navigate support screens and apps.

Agent Assistance and Experience: Using automated call dispositioning and call summarization, the new pre-built solutions can reduce after-wrap time and effort to allow agents to deliver strengthened customer service. Furthermore, the employee wellbeing solution gives a fair idea to supervisors about how customers and prospects treat front-line agents by allowing them to gauge employee sentiment and identify agents at risk.

Contact Centre Operational Improvement: By combining powerful analytics and automation, CallMiner can easily reduce call volume by enhancing visibility and engagement across channels.
All these enhanced capabilities are now available to all CallMiner customers.