Latest Contact Centre News

CallMiner Win Contact Centre Automation Solution Award

CallMiner Named Automation Contact Centre Solution of the Year at CCW Excellence Awards
The CallMiner Conversation Analytics Platform recognised among industry-leading solutions driving contact centre and customer experience excellence

CallMiner, the leading provider of conversation analytics to drive business improvement, today announced it was named the 2021 CCW Excellence Award winner for Automation Solution of the Year. The award reinforces the power of the CallMiner platform to enhance customer experience (CX), agent performance and operational efficiency in the contact centre and drive business improvement enterprise-wide.

Announced at the flagship Customer Contact Week event in Las Vegas, the CCW Excellence Awards celebrate individuals and teams who are committed to driving superior contact centre and CX excellence. Winners across 14 categories were announced and recognized for their superior thinking, creativity and execution across the full spectrum of call centre functions. CallMiner was named the Automation Solution of the Year winner ahead of five other established vendors.

Eric Williamson, CMO, CallMiner, said,

“The past two years have only affirmed the power of human connection, while demonstrating how critical empathy and emotion are in creating a successful customer experience,”

“Automation technology has the power to help organizations foster meaningful interactions – improving agent performance over the entire customer journey, better managing complex interactions and driving customer loyalty. This honor reflects CallMiner’s commitment to delivering and evolving our industry-leading platform and the value it brings to our customers. We’re extremely proud of the recognition and to be included among the impressive group of winners and finalists.”

By collecting and analyzing 100% of omnichannel customer interactions at scale across live audio, audio transcriptions, text, chat, email and more, CallMiner helps organizations better understand customer sentiment and identify patterns and trends to enhance CX and drive business improvement. With this conversation intelligence, CallMiner also delivers real-time guidance and coaching for contact centre agents, including progress and compliance monitoring, next-best-action alerts and more to improve performance and operational efficiency.

Mario Matulich, Managing Director, Customer Management Practice, said,

“We’re thrilled to be back for our flagship Customer Contact Week event in Las Vegas we continue our commitment to the CCW community and the customer contact industry executives,”

“We’re especially pleased to celebrate the 2021 CCW Excellence Awards winners during the Awards Gala ceremony and recognize the successes and innovation in the industry.”

 

 

CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

For additional information on CallMiner view their Company Profile

Started in 1999 as Call Centre Week, CCW is the world’s largest customer contact event series. With an optimized balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we introduced our new look as Customer Contact Week. CCW is brought to you by the Customer Management Practice – the Analyst, Advisor, and Industry Network for all things Customer Management.

About the Customer Management Practice: The Customer Management Practice enables better navigation of the continually changing customer management sector by keeping professionals informed on the latest industry trends, drivers, and evolving initiatives through our extensive market research, reporting, and unparalleled events.

error: Content Protected