CallMiner Announces New Functionality in RealTime Product

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CallMiner, the leading provider of conversation intelligence to drive business performance improvement, announced new functionality in its real-time agent guidance product, RealTime. By combining comprehensive real-time and post-interaction analytics capabilities, CallMiner’s artificial intelligence (AI)-powered platform empowers organisations to improve customer experience (CX). This includes better-supporting agent onboarding, reinforcing behaviours with personalised alerts, escalating issues appropriately, driving faster time to resolution, and more, through advanced machine learning and generative AI.

As organisations place more burden on customers to solve their own problems using various self-service capabilities, customers have higher expectations than ever for the quality of their interactions with human agents in the contact centre. In fact, a Forrester Consulting study commissioned by CallMiner found that more than half (57%) of respondents admit that it’s challenging for customer service representatives to anticipate customer needs.

Key enhancements to CallMiner RealTime work in conjunction with CallMiner’s core platform functions to drive agent retention, increase high-quality coaching opportunities, optimise revenue generation, and improve customer satisfaction. This includes empowering agents with next-best-action guidance, call flow and script adherence support, and up-sell or cross-sell opportunity identification.

“As more organisations adopt conversation intelligence solutions, it’s critical that those offerings deliver post-interaction and real-time analytics capabilities seamlessly. This includes having AI and humans work together – AI components can enable better agent guidance, while ‘human in the loop’ capabilities support the review and augmentation of AI-generated alerts,” said Bruce McMahon, VP of Product Management, CallMiner.