CallMiner, a provider of intelligent conversation solutions, integrates with Genesys Cloud CX and Amazon Connect, enabling organizations to access real-time analytics within existing or future contact center as a service (CCaaS) deployments.
With these new integrations, organizations can take advantage of CallMiner’s platform based on the availability of live voice audio and benefit from real-time analytics for agent guidance, agent onboarding, agent training, self-learning, improving performance, compliance, etc.
“At CallMiner, we are constantly evolving our platform based on the market and changing customer needs,” Paul Bernard, president and CEO of CallMiner, said in a statement. “The new integrations with Genesys Cloud CX and Amazon Connect help customers leverage their CCaaS investments as well as realize the value of CallMiner’s intelligent conversation platform and real-time analytics capabilities. By building on our breadth of CCaaS integrations, we help organizations reduce agent churn, improve customer satisfaction and increase revenue.”
The Genesys Cloud CX integration provides a real-time connector to Genesys AudioHook, a streaming service that powers a stream of real-time voice interactions from the Genesys Cloud platform. This allows joint CallMiner and Genesys Cloud CX customers to feed data directly into CallMiner Alert and power real-time agent targeting capabilities.
With Amazon Connect integration, CallMiner customers can associate call events from voice streams with screen recordings via CallMiner Screen Record to gain insight into agent efficiency and productivity, understand process inefficiencies, and reinforce quality calls.
Integrations with Genesys Cloud CX and Amazon Connect are the latest in CallMiner’s integration ecosystem, which also includes Five9 VoiceStream and LiveVox Shadow Audio.
https://www.speechtechmag.com/Articles/ReadArticle.aspx?ArticleID=154517
