CallMiner recognized for its depth of insights, strong vision, path to increase AI capabilities, and coaching specific workflows to improve seller performance

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), today announced that Forrester Research identified the company as a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report.

The CallMiner platform received the highest scores possible in 12 criteria within the current offering category, including: interaction capture: omnichannel, interaction capture: contact center as a service (CCaaS) integrations; post-call reporting: sales measurement, post-call reporting: static insights, post-call reporting: dynamic insights, post-call reporting: sentiment analysis; coaching: seller self-coaching, coaching: manager coaching, and more.

The report states, “CallMiner has gained a deep understanding of how to convert insights from customer conversations into positive buyer experiences and revenue growth.” Additionally, “The depth of insights within the platform is where CallMiner shines. Its Emotion Solution Suite can apply differing weights and thresholds and layer emotion content to create unique visibility into growth opportunities. These sentiment capabilities are far ahead of others evaluated. Coaching is another area where CallMiner stands out. Its ‘Coach’ product which provides managers with coaching specific workflows to improve seller performance.”

In the strategy category, CallMiner received the highest score possible in the partner ecosystem criterion. According to the report, “The heart of [CallMiner’s] strategy is a partner ecosystem that enables the platform to connect buyers to a network of experts who can help them identify and deliver growth within the call center.”

The Forrester report also states, “CallMiner leverages foundational capabilities to stand out with revenue teams…[it’s] well-suited for companies looking for a call center platform that provides the insights and guidance needed to improve sales performance.”

CallMiner's artificial intelligence (AI)-powered platform captures and analyzes omnichannel customer interactions at scale. With its ability to uncover meaningful insights from those conversations, CallMiner helps organizations drive improvement across a range of use cases, from customer service to sales effectiveness and more.

“Being able to take advantage and improve revenue-driving opportunities is a critical function of any inbound or outbound contact center,” said Jeff Gallino, CEO, CallMiner. “For CallMiner to be recognized as a Leader in this report proves, in our opinion, how the insights uncovered by our platform are moving the needle for organizations, helping them enhance seller performance, increase cross-sell and upsell opportunities, and improve the bottom-line. We believe this placement also affirms our excellence in driving value for our customers in the use cases that matter most to them.”

The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report is available here.

About CallMiner

CallMiner is the global leader in conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By elevating insights from the contact center to the boardroom, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, Twitter and Facebook.

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