Analyze

Every interaction processed into business intelligence

Transcribe

Speaker-separated text from speech with auto redaction for sensitive information.

Categorize

Search, share, and discover right in one place.

Score

Automated metrics that track performance and emotion over the customer journey.

Take the ambiguity out of decision-making

CallMiner Analyze empowers businesses to produce and understand insights in the form of an executive summary derived from every customer interaction at scale. The effects of any changes and enterprise-wide impact will be visible through the system as well.

Leverage insights for even more value with

Omnichannel Expansion

Auto-scored interaction insight for every voice and text-

based interaction

Search inclusive of voice expression and text with emojis and special characters

Automated multichannel customer journey mapping.

AI Innovation

Unsupervised machine learning auto-correlates conversational insight

Unexpected topics are revealed by customer and agent speaker with volume scope

Unique federated repository of permission-based contact center data for AI training.

Company-Wide Sharing

Identify, prioritize and report on the insights that matter most to a range of departments and executives

Create executive summaries, derived from customer interaction insights, at scale

Understand the enterprise-wide impact of changes to drive business improvement.

Key Features

Omnichannel Analytics

Track text and voice interactions – as well as generate insights – across multiple channels in the customer journey.

AI-Driven Search

Leverage AI-driven search suggestions to enhance search, category building, and alerts – enabling insight and action across omnichannel customer interactions.

Free Form Search

Find and retrieve voice and text-based conversations using keywords, phrases, acoustic measures and metadata, using flexible query language with wildcards and contextual timing.

Organic Discovery

Discover potential issues using word clouds, topic clusters, and frequency maps.

Customer Journey

Gain visibility into customer experience across web, chat, social media, and telephony, mapped against customer satisfaction scores and other customizable metrics.

Contact Detail View

Playback calls, add comments, and read text-based interactions.

Agent Performance

Gain visibility into individual and aggregate agent performance through score comparisons and heat maps.

Robust API included

Integrate with external business apps with the always-open API and 100% data ownership.