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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
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