CallMiner & Azure Combine AI to Improve Customer Conversations

To help improve the conversations businesses are having with customers, CallMiner has announced it is now providing its CallMiner Eureka Platform for use with Microsoft (News - Alert) Azure Speech to Text.

Together, these offerings provide a powerful, unified solution for organizations and contact centers to get insights and next steps to further improve the conversations they’re having with customers.

“In today’s business world, where organizations are having an increasing number of conversations across a range of channels, our mutual customers rely on analytics capabilities like CallMiner (News - Alert) to gain intelligence into what is being said in those interactions. We’re looking forward to seeing how Microsoft customers will use CallMiner alongside Azure Speech to Text to turn insights from spoken conversations into action, ``saidBharat Sandhu, senior director, Azure Data + AI, at Microsoft.

CallMiner is a provider of conversation analytics and is powered by AI and ML. The company’s technology helps businesses to improve their performance by better understanding customer sentiments and revealing areas for improvement in every conversation.

“The interactions that organizations are having with customers are increasing in volume and complexity, making it difficult to identify critical trends and opportunities for improvements at scale,” said Jeff Gallino, CTO at CallMiner.

With this move, which brings together a powerful conversation analytics platform and Microsoft’s speech transcription service, Azure customers can access CallMiner as an out-of-the-box call center analytics solution via the Microsoft Azure Marketplace. This saves time spent on developing the application layer.

Using visualization tools and dashboards,businesses can identify trends and emerging opportunities. They can also use speech models to understand dialects and industry-specific terminology for more accurate feedback and even decrease the amount of time teams spend investigating customer interactions.

“By combining CallMiner’s best-in-class conversation analytics platform with Microsoft’s speech recognition solution, organizations can get even more value out of their existing tools and gain deep understanding into customer conversations they’re already having. With the right insights, not only can companies empower contact centers to improve customer experiences and agent performance, but they can also make better business decisions across every department,” said Gallino.

The company said Azure customers can use existing Azure credits, as part of the Azure Consumption Commitment to acquire CallMiner with Azure Speech to Text. 

Edited by Luke Bellos