CallMiner Named the Leader in Conversation Intelligence Related Articles How Much Does Conversation Intelligence Cost? What Is Business Intelligence and Why Does It Matter? What Is a Conversation Intelligence Platform? CallMiner Advances Conversation Intelligence Platform © ADragan - Shutterstock - 1098335684 Filed under - Contact Centre News, CallMiner CallMiner has announced that Forrester Research identified the company as the only Leader in The Forrester Wave: Conversation Intelligence for Customer Service, Q3 2023 report. CallMiner received the top score in the current offering category. The CallMiner platform received the top score in the conversation analytics criterion, and scored among the highest in the automated and hybrid quality scoring, compliance, and unified platform experience criteria. The report states, “CallMiner’s leadership stems from its mastery of operational workflows. Its highly configurable and flexible taxonomy management experience, coupled with a vast library of pre-built categories, delivers value to customers. Its quality scoring product enables teams of varying maturity levels to go beyond compliance tracking, translating system scores into meaningful coaching moments.” CallMiner also received the top score in the strategy category, with the highest scores possible in the vision, roadmap, and pricing flexibility and transparency criteria. According to the Forrester report, “…CallMiner has a product vision and roadmap that are laser-focused on empowering its mature operations clients to drive customer-centered enhancements through an incremental and adaptable evolution of traditional contact center programs.” CallMiner’s artificial intelligence (AI)-powered platform captures and analyzes omnichannel customer interactions at scale. With its ability to uncover meaningful insights, CallMiner helps organizations drive operational efficiency and agent performance improvement in the contact center, while improving customer experience and business performance throughout the enterprise. Reference customers interviewed for the report praise CallMiner’s support services as “world class”, and commend the vendor’s “collaborative approach and responsiveness to feedback.” “The right conversation intelligence vendor is critical for organizations looking to elevate customer service and drive transformative business growth,” said Paul Bernard, President and CEO, CallMiner. “For us, being named the only Leader in this report validates CallMiner’s strength in product and strategy – empowering organizations to extract meaningful and actionable intelligence from conversations to deliver better customer and employee experiences. Our position in this competitive market highlights our success in delivering continuous innovation and value to our customers.” This blog post has been re-published by kind permission of CallMiner – View the Original Article For more information about CallMiner - visit the CallMiner Website About CallMiner CallMiner is the leading cloud-based customer interaction analytics solution for extracting business intelligence and improving agent performance across all contact channels. Read other posts by CallMiner Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: CallMiner Published On: 16th Aug 2023 - Last modified: 17th Aug 2023 Read more about - Contact Centre News, CallMiner Recommended Articles How Much Does Conversation Intelligence Cost? What Is Business Intelligence and Why Does It Matter? What Is a Conversation Intelligence Platform? CallMiner Advances Conversation Intelligence Platform Related Reports White Paper: How to Operationalise AI Workflows in the Contact Centre White Paper: How to Drive Business Improvements with Customer Insights eBook: How Customers Can Lead Your Business Transformation in 2024 White Paper: Five Secrets of Top Performing Contact Centres Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter