WHITE PAPER: How AI Improves Customer Experience
By CallMiner Artificial intelligence is being used in many ways to improve customer experience, and innovative new use cases are emerging all the time. Enterprises must reimagine their operations, with automation and AI at the center of their strategy. This paper provides an overview of artificial intelligence, explains how AI fits into the spectrum of […]
CallMiner speeds up insight from unsolicited feedback
CallMiner has unveiled a CX Solution Pack for enhanced customer experience insights both within and beyond the contact centre. The Pack provides a continuous flow of CX insights captured during every engagement. This data, the firm says, informs and directs customer experience professionals and contact centre managers at every point of the customer journey. The […]
CallMiner’s speech analytics recognised at Credit Excellence Awards
CallMiner and Cabot Credit Management won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018. The Credit Excellence Awards recognise organisations that work in a way that is likely to inspire others in the profession to deliver the best possible customer outcomes. The judges were impressed by the way Cabot uses CallMiner Eureka speech analytics […]
5 Minutes With… Frank Sherlock, VP International, CallMiner
As part of our ongoing customer care executive interview series, we sat down with Frank Sherlock, VP International at CallMiner, to talk about its latest solutions, Brexit, AI, industry trends and what we can expect from 2019 and beyond… Tell us about your company, products and services. CallMiner empowers organisations of any size to extract […]
Not valuing customers ‘leads to $136 billion switching epidemic’ in US
US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems, with the resulting switching by consumers costing firms $136 billion a year. A report from CallMiner features survey responses from US adults who had contacted a supplier in the last five years and shows that 85% of adults […]
CallMiner advances its speech recognition solution…
The leading provider of customer engagement analytics and speech solutions, CallMiner, has introduced a selection of substantial developments to its CallMiner Eureka speech-to-text recognition platform; claiming to deliver up to 80-90 per cent word recognition accuracy. The upgraded service will also allow an improved performance for low fidelity call recordings; in addition of up to […]
Industry Spotlight: Engagement Optimization set to change the customer journey experience…
Described by its director, Andrew Mishalove as a community for professionals to work ‘collectively to help each other achieve positive outcomes’, Engagement Optimization (EO) – developed by the contact centre enterprise solutions provider, CallMiner Eureka – is a platform for call centre and customer care professionals to proactively communicate on the best tools and practices to incorporate in customer journey strategies. Open to relevant industry […]
