Organizations Gain Enhanced Real-Time Analytics with CallMiner Integrations

Contact centers are adopting cloud-based solutions more rapidly than ever – many replacing their traditional on-premises solutions to better meet their changing needs. CCaaS offers contact centers scalability, flexibility, and the latest feature sets. Also, by providing the flexibility of an as-a-Service cost model, businesses are able to pay for only the technology needed, so investment is low and initial costs are reduced while capabilities to better serve customers are expanded.

Another benefit from modern CCaaS solutions is modern analytics capabilities to support the customer journey. Companies can tap into new analytics tools with CCaaS and integrations with third-party vendors to leverage customer intelligence and improve revenue.

CallMiner, a provider of conversation intelligence to drive business improvement, announced new integrations with Genesys (News - Alert) Cloud CX and Amazon Connect. The integrations will enable organizations to gain quick access to real-time analytics capabilities within existing or future CCaaS deployments.

CallMiner (News - Alert)'s streamlined integrations make it easier to take advantage of real-time analytics benefits, including agent guidance, agent onboarding, agent training, self-coaching, performance improvement and compliance.

The integration with Genesys Cloud CX delivers a real-time connector to Genesys AudioHook. The streaming service enables partners and customers to extend the open Genesys Cloud platform with services that require monitoring voice interactions in real-time.

Companies use AudioHook Monitor to stream real-time conversational audio and metadata to customers and partners so that they can support multiple monitoring use cases in parallel. AudioHook will enable joint CallMiner and Genesys Cloud CX customers to feed data directly into CallMiner Alert and power real-time agent guidance capabilities.

With the Amazon Connect integration, CallMiner customers can more effectively associate call events from voice streams with screen recordings via CallMiner Screen Record. Use cases of Amazon Connect include contact center automation, real-time analytics, task management and web chat. Organizations gain greater insight into agent performance and productivity, such as understanding process inefficiencies, and can reinforce quality conversations.

“The new integrations with Genesys Cloud CX and Amazon Connect help customers take advantage of their CCaaS investments, as well as realize the value of CallMiner’s conversation intelligence platform and real-time analytics capabilities,” said Paul Bernard, president and CEO of CallMiner. 

Edited by Erik Linask