Links Up with CallMiner on Omnichannel Insights

Cloud-based conversation intelligence provider has partnered with interaction analytics company CallMiner to enable organizations to extract valuable insights from each customer conversation, both written and spoken.

The partnership will bring together's conversational AI capabilities, specifically its ability to hold detailed conversations with customers, and the CallMiner analytics platform.

The CallMiner platform will enable organizations to gain highly detailed data and accurate insights from all customer interactions from live agent chats, webchats, and SMS texts, improving overall customer experience.

"As technology continues to improve, users continue to prioritize ease of use. Making it simple for organizations to understand the results our AI produces, without hiring an entire data science department, has always been a guiding principle of our growth and development plan," said Mike Rogers, VP of Partnerships North America for

"With CallMiner and their advanced analytics, we've found a natural way to improve this understanding for customers. Being able to now pair the data being fed back by our AI to a larger pool of customer engagement data from other channels will greatly increase the visibility into what end-users need and where our customers are seeing big wins."

US Customer Experience Awards 2023

By integrating's virtual agents for chat and voice interactions, CallMiner will increase its contact center offering to free agents from menial tasks and help them focus on complex interactions.

After processing data, the CallMiner platform will design automated conversation flows based on customer needs, and automatically improve automated self-service. Leveraging omnichannel insights, chatbot trainers can better optimize chatbots to respond in a more human-like manner.

"In our omnichannel world, more customers are opting for self-service channels, including chatbots or virtual agents. For CallMiner, we see this as another stream of data that can deliver the insights needed to improve customer outcomes and experience," said Scott Kendrick, VP of Strategy, CallMiner.

"'s enterprise scalability, level of accuracy and resolution, and strong commitment to customer success made this partnership a natural fit. By bringing's capabilities to CallMiner customers, we're making it easier to increase service capacity by freeing up agents to tackle complex customer issues for more personalized service, lower costs by delivering rapid, self-service resolution to common problems, and improve human and virtual agent performance by understanding and evaluating every interaction."