CallMiner RealTime
Real-time guidance for agents, offering immediate next-best actions to improve CX and reduce risk.
Executive Summary
CallMiner RealTime is a module designed to provide real-time guidance for contact center agents during live customer interactions. It leverages advanced conversation intelligence and AI to automatically notify agents or supervisors based on customer interaction indicators, offering immediate awareness of next-best actions. This capability helps to improve customer experience, reduce operational risk, and optimize call handling efficiency. The platform enhances the frontline agent experience and customer satisfaction by delivering context-sensitive prompts and suggestions. Recent advancements have expanded its guidance capabilities to include chat interactions, reinforcing CallMiner's commitment to comprehensive omnichannel analytics. RealTime works behind the scenes to help agents act effectively based on customer behavior, contributing to better outcomes and overall contact center success.
Use Cases
- Optimizing call handling and reducing average handle time for agents.
- Improving customer satisfaction by guiding agents to next-best actions during live interactions.
- Reducing risk and ensuring compliance with regulations and company policies in real-time.
- Providing immediate, context-sensitive coaching and training for agents.
- Expanding agent guidance to chat interactions for comprehensive omnichannel support.
Features
Visibility
- Real-time Agent & Supervisor Alerts: Automatically notifies agents or supervisors based on customer interaction indicators, enabling immediate intervention or guidance.
Intelligence
- Next-Best-Action Guidance: Provides agents with immediate, context-sensitive suggestions and prompts to improve customer experience and achieve desired outcomes.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
AI/ML Stack
- AI-powered conversation intelligence
Integrations
- Twilio
Security & Compliance
Certifications: HIPAA, CCPA, GDPR, SOC 2
Encryption: Data encrypted in transit and at rest
Pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise
Ratings & Reviews
G2: 4.5/5/5
About CallMiner
CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. The platform analyzes customer interactions across voice and digital channels, delivering actionable insights to improve service quality, compliance, and business outcomes.
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