CallMiner Conversation Intelligence

Application

Developed by CallMiner, Inc.

Updated 09/13/2022

Version 1.0.0

Elevate agent performance with AI-fueled conversation intelligence & automated QM

CallMiner for Quality Teams uses AI to analyze and automatically score 100% of your Talkdesk interactions, to automate and aid manual quality workflows. The included Coach module delivers performance insights directly to agents and supervisors, and facilitates coach-to-agent conversations and task asignments, driving improved performance and agent experience, and better outcomes for customers. Includes single sign-on with Talkdesk.

Key features

Retain customers

Use conversational analytics to gauge customer satisfaction and uncover drivers of sentiment, provide insights to reduce churn.

Reduce operational costs

Conversational insight can reveal contact drivers to better serve customers along their digital journey and increase self-service and efficiency. Understand what’s driving hold time, AHT, call silence, etc to build more efficient teams and processes.

Improve Effectiveness

Use analytics to deliver better CX, stronger performing sales, better payment outcomes, and more by understanding what is driving your team’s effectiveness.

Develop and coach agents

Automatically guide and score agents to deliver consistent and efficient quality management on 100% of conversations. Conversations are monitored for at-risk interactions and supervisors are alerted to step in for rapid course correction.

Mitigate compliance risk

Monitor 100% of conversations for compliance, alert agents to initiate procedures.

Additional information

Regions

EMEA - Europe, APAC - Asia Pacific, Latin America, Middle East and Africa, North America

Industry

Financial Services & Insurance, Travel & Hospitality, Retail & Consumer Goods, Healthcare & Life Services, Public Sector, Telecom, E-Commerce, Retail & Consumer Goods

Categories

Agent Assistance, Agent Coaching & Performance, Interaction Analytics & Sentiment

Customer Segments

Commercial, Enterprise, Strategic

Plans & Pricing

Free Trial

Free

for 30 days

No free trial

No free trial