CallMiner Screen Record
Gain robust insight into agent effectiveness with screen recordings of customer interactions.
Executive Summary
CallMiner Screen Record is a specialized solution designed to empower frontline customer agents and their managers by capturing screen recordings during customer interactions. This capability provides a comprehensive visual record of agent activity, complementing traditional voice analytics. It allows organizations to gain deep insights into how agents navigate support applications, utilize resources, and interact with customers, thereby driving robust insight into agent effectiveness and overall customer experience. Integrated within CallMiner's broader conversation intelligence platform, Screen Record enables supervisors to efficiently assess agent performance, identify areas for improvement in workflows, and ensure adherence to company processes and compliance standards. By combining screen recordings with other interaction data, businesses can optimize call handling, reduce operational costs, and significantly enhance both customer satisfaction and agent productivity through targeted coaching and performance management.
Use Cases
- Agent Performance Evaluation and Coaching: Supervisors review screen recordings to assess agent efficiency, system navigation, and adherence to processes for targeted coaching.
- Workflow Optimization: Identify bottlenecks and inefficient steps in agent workflows by observing real-time application usage during customer interactions.
- Compliance and Quality Assurance: Ensure agents follow compliance protocols and maintain high-quality service standards by reviewing screen activity.
- Customer Experience Improvement: Understand the customer journey from the agent's perspective to identify friction points and improve service delivery.
- Training and Onboarding: Utilize real-world screen recordings as practical training material for new agents to demonstrate best practices and common scenarios.
Features
Visibility
- Agent Interaction Visibility: Gain greater visibility into every aspect of agent and customer interactions with screen recordings.
- Agent Workflow Visibility: Assess how efficiently agents navigate support screens and applications during customer interactions.
Intelligence
- Agent Effectiveness Insights: Drive robust insight into agent effectiveness by analyzing screen recordings in conjunction with conversation data.
- Combined Workforce Intelligence: Leverage combined screen record and conversation intelligence capabilities to elevate agent experience and customer outcomes.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Twilio
- CRM systems
- Line-of-business applications
Security & Compliance
Certifications: HIPAA, CCPA, GDPR, SOC 2
Encryption: Data encrypted in transit and at rest, with AI-powered redaction for sensitive information.
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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