WALTHAM, Mass.–(BUSINESS WIRE)–CallMiner, the leading provider of conversation intelligence to drive business improvement, today announced new integrations with Genesys Cloud CX and Amazon Connect, enabling organizations to gain fast and seamless access to powerful real-time analytics capabilities within existing or future contact center as a Service (CCaaS) deployments.

Contact centers today are adopting CCaaS faster than traditional on-premises solutions to better meet their changing needs. With these new integrations, organizations can more effectively leverage CallMiner’s industry-leading platform based on the availability of live voice audio. CallMiner’s streamlined integrations make it easy to use the benefits of real-time analytics, including agent guidance, agent onboarding, agent training, self-coaching, performance improvement, compliance , etc.

“At CallMiner, we are constantly evolving our platform based on the market and changing customer needs,” said Paul Bernard, President and CEO of CallMiner. “The new integrations with Genesys Cloud CX and Amazon Connect help customers leverage their CCaaS investments, as well as realize the value of CallMiner’s conversation intelligence platform and real-time analytics capabilities. Leveraging our wide range of CCaaS integrations, we help organizations reduce agent churn, improve customer satisfaction, and increase revenue.

For CallMiner customers using or considering Genesys Cloud CX, the integration provides a real-time connector to Genesys AudioHook, a streaming service that powers a real-time stream of voice interactions from the Genesys Cloud platform. This allows joint CallMiner and Genesys Cloud CX customers to directly feed CallMiner Alert data and power real-time agent guidance capabilities.

With Amazon Connect integration, CallMiner customers can more effectively associate call events from voice streams with screen recordings via CallMiner Screen Record. By combining these data sources, organizations get a better understanding of agent performance and productivity, such as understanding process inefficiencies, and can boost the quality of conversations.

Integrations with Genesys Cloud CX and Amazon Connect are the latest additions to CallMiner’s vast ecosystem of real-time integrations, which also includes Five9 VoiceStream and LiveVox Shadow Audio.

For more information, please visit CallMiner.com.

About Call Miner

CallMiner is the world leader in conversational intelligence to improve business performance. Powered by artificial intelligence and machine learning, CallMiner offers the industry’s most comprehensive platform for analyzing omnichannel customer interactions at scale, enabling organizations to interpret sentiment and identify patterns to reveal deeper insight of every conversation. By connecting the dots between ideas 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 leading global organizations in retail, financial services, healthcare and insurance, travel and hospitality, and more. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on TwitterLinkedIn and Facebook.

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