CallMiner has announced an integration with Zoom Meetings that will let CallMiner customers analyze video and audio from one of the world's most popular communication platforms.
Organizations will be able to leverage deep insights to improve service, support, sales, and compliance. The integration will also allow them to combine insights from customer interactions with other conversation types enterprise-wide, like traditional contact center conversations.
“Departmental leaders across organizations face the daunting task of trying to understand how employees, from sales reps to support and compliance staff, interact with customers. CallMiner’s new integration with Zoom Meetings gives these leaders visibility into customer-facing activities and meeting effectiveness, empowering them to make data-driven decisions to improve productivity, revenue opportunities and customer satisfaction. Further, they can share insights enterprise-wide to support continuous performance improvement and desired business outcomes,” said Paul Bernard, President and CEO of CallMiner.
CallMiner's integration ecosystem includes major communication brand names like Five9, Calabrio, and Genesys. Zoom joined the list in November 2022 through CallMiner integrations with Zoom Contact Center and Zoom Phone.
“The need to understand what’s happening in virtual video and audio conferencing conversations is more important than ever before. Our expanded integration with CallMiner empowers organizations to uncover deep customer insights from every Zoom Meeting, regardless of team, and identify opportunities to drive significant ROI,” said Mitch Ricks, Global Leader of ISV Partnerships and Strategy at Zoom.
CallMiner has recently expanded its AI offering with summarization and redaction capabilities. These features may improve operational efficiency, reduce risk, and improve agent satisfaction, while driving a positive customer experience.