CallMiner Record
A full-featured recorder for live monitoring, instant playback, and enhanced analytics.
Executive Summary
CallMiner Record is a comprehensive recording solution designed for customer support environments. It offers full-featured recording capabilities, including live monitoring and instantaneous playback of agent and customer interactions. By capturing high-quality stereo audio and screen activity, it significantly improves the accuracy of transcription and subsequent analytics. This robust recorder can be deployed as a standalone solution or integrated within the broader CallMiner Eureka platform, enabling organizations to maintain compliance, enhance quality assurance, and drive deeper insights from customer conversations. It supports a variety of use cases, from real-time agent coaching to post-call analysis for process improvement and customer experience optimization.
Use Cases
- Live monitoring of customer interactions for quality assurance and agent coaching.
- Instant playback of calls for performance review and dispute resolution.
- Capturing high-quality audio and screen for improved transcription and conversation analytics.
- Maintaining compliance with industry regulations (e.g., HIPAA, GDPR) through secure recording and redaction.
- Providing foundational data for standalone recording and broader conversation intelligence analysis.
Features
Visibility
- Live Monitoring: Monitor agent and customer interactions in real-time for immediate insights and intervention.
- Instantaneous Playback: Access and review recorded interactions immediately after they occur for quick analysis and coaching.
Intelligence
- Improved Transcription: Utilizes high-quality audio to enhance the accuracy of speech-to-text transcription, improving downstream analytics.
- Advanced Analytics: Drives deeper insights from recorded conversations, enabling better decision-making and operational improvements.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Twilio
- CRM systems
- Call Center systems
Security & Compliance
Certifications: HIPAA, CCPA, GDPR, SOC 2
Encryption: Uses encryption to protect customer data in transit and at rest, ensuring data confidentiality and integrity.
Pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise
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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