CustomerZone360 NEWS

Free eNews Subscription

CallMiner and Zoom Deepen Customer Insights

By Greg Tavarez November 11, 2022

Increasingly, customer conversations are taking place on the Zoom platform through Zoom Contact Center and Zoom Phone as customers expect to engage with businesses on the channel of their choice. With Zoom Phone, organizational departments outside of the contact center interact with customers and prospects. And businesses deliver accurate and personalized experiences to their customers over various channels with the help of Zoom’s Contact Center as a Service.

Therefore, it is important for enterprises to gain insights from those interactions to enhance service outcomes, improve sales cycles, drive product innovation and help reduce compliance risk.

CallMiner’s new integrations with Zoom Contact Center and Zoom Phone expand the conversation types that are ingested and analyzed by the CallMiner platform, helping enable organizations to continuously measure, report on, and improve customer experience.

CallMiner is powered by AI and machine learning to analyze omnichannel customer interactions at scale. With CallMiner, companies identify areas of opportunity to drive business improvement, growth and transformational change more effectively.  By bringing Zoom Contact Center interactions into the CallMiner platform, user benefits include agent guidance, agent onboarding, agent training, self-coaching, performance improvement and compliance tools.

Integrating CallMiner analytics with Zoom’s UCaaS offering allows CallMiner users to expand their analytics capabilities to customer conversations enterprise-wide. Companies then gauge effectiveness, identify purchasing trends and improve frontline employee performance.

“By introducing new integrations with Zoom, CallMiner is making it easier to not only capture and analyze customer interactions wherever they occur, but also combine them with other calls, chats, emails and more to gain deeper insights into customer behaviors, patterns and trends,” said Paul Bernard, president and CEO of CallMiner.

The integrations with Zoom Contact Center and Zoom Phone are the latest in CallMiner’s expansive integration ecosystem.

Edited by Erik Linask
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Editor

Related Articles

Picture-Perfect Posts: Hookle's New Feature Redefines Social Media Creativity for Small Businesses

By: Greg Tavarez    12/5/2023

Hookle launched its latest feature: smart image suggestions based on AI and high-quality image stocks.

Read More

Cyara Acquires AI Testing Company QBox

By: Tracey E. Schelmetic    12/5/2023

AI-powered customer experience assurance solutions provider Cyara recently announced its acquisition of AI testing company QBox. The acquisition is ex…

Read More

Future of CX Expo Speaker Verint Recognizes Excellence in Customer and Employee Engagement

By: Greg Tavarez    12/4/2023

The Verint EMEA Innovate Awards recognized 28 organizations across eight categories for excellence in customer experience, employee engagement and dig…

Read More

Cisco's App Attention Index Finds Companies Aren't Meeting Customers' Digital Expectations

By: Tracey E. Schelmetic    12/4/2023

Cisco's latest report in its App Attention Index research series has uncovered escalating consumer expectations for the digital experience and increas…

Read More

Operata Introduces New Suite of Tools to Further Customer Experience Observability

By: Tracey E. Schelmetic    12/4/2023

Recently, Operata announced the general availability of its Harmony release, which introduces Tenor AI, a new suite of CX Observability tools for user…

Read More