CallMiner Reveals New Real-Time Agent Guidance Features

CallMiner announced new functionality in its real-time agent guidance product, RealTime, that supports agent onboarding, drives faster time to resolution, and provides advanced machine learning and generative AI.

Currently available to new and existing CallMiner customers, the enhancements include Live Insights, Live Listen, and Agent Call for Help.

“As more organizations adopt conversation intelligence solutions, it’s critical that those offerings deliver post-interaction and real-time analytics capabilities seamlessly. This includes having AI and humans work together – AI components can enable better agent guidance, while ‘human in the loop’ capabilities support the review and augmentation of AI-generated alerts.” said Bruce McMahon, VP of Product Management, CallMiner.

Live Insights enables contact center supervisors to deliver an "insight" via a desktop alert to support agents during customer interactions. These insights can be customized to serve as a warning to provide additional information that can help agents in real-time.

With Live Listen, supervisors can listen in on agent conversations in real-time and step in and help if needed. This is helpful for new agents during the onboarding process. The feature is also linked with post-interaction coaching to provide more tailored learning opportunities.

Finally, Agent Call for Help lets agent proactively ask supervisors for help during interactions, instead of waiting for a scheduled post-interaction session. When important issues arise, agents can solve them in real-time to improve the outcome of the interaction and overall customer experience.

“That’s why CallMiner continues to enhance and invest in our RealTime product. In-the-moment agent guidance is no longer a nice to have – it is a must-have capability that can drive agent retention, uncover critical coaching opportunities, and improve customer satisfaction and experience. This is especially true when combined with CallMiner’s robust post-interaction analytics. As one of the first vendors to market with a real-time solution, I’m confident that these new features are going to deliver significant value to CallMiner’s customers,” added McMahon.

As a long-time Microsoft partner, the company recently expanded its use of Microsoft Azure artificial intelligence (AI) and machine learning to upgrade its AI offering and meet the demand of its customers.