CallMiner is a cloud-based speech analytics solution designed to help contact centers analyze customer sentiment and experience across communication channels including emails, calls, chat rooms, or social media.
With its speech and interactive analytics, CallMiner could help improve customer satisfaction, increase efficiency, and reduce costs.
But what if you need a CallMiner alternative?
This article will review the CallMiner platform as well as some top alternatives to CallMiner for contact center intelligence and analytics.
CallMiner is a speech analytics platform designed to help organizations identify, understand, and optimize customer interactions. The platform uses artificial intelligence (AI) to assess customer sentiment and experience.
The platform will then provide analyses requested by the contact center, as well as aggregated center-wide reports so organizations can see how they might improve their customer support processes. It also allows omnichannel contact centers to pull data from all channels —from voice calls to chat messages—to keep track of what’s happening.
Organizations can score agent performance based on predefined criteria such as politeness or compliance with company policies. This helps them offer a consistent level of service across all channels and measure effectiveness over time without having to manually review individual customer conversations.
First, the contact or call center determines what information they want pulled and analyzed from their calls. Based on the input of the companies, CallMiner can capture the conversations between customers and agents over various communication channels such as phone calls, emails, text messages, online chats, etc. This data is indexed and archived.
Once the conversation has been captured and stored, CallMiner’s voice analytics software detects keywords or phrases within the conversation that the contact center was looking for, such as customers requesting specific product information or return policies. These words and phrases are used to assign specific topics to each conversation, such as complaints, customer satisfaction, sales opportunities, account issues, and more.
Once the conversations are assigned topics, they can then analyzed for customer sentiment to determine what response or corrective measure should occur.
CallMiner doesn’t publicly list its pricing. Anyone interested would have to reach out to their support by filling out a form on the website.
But according to some sources, CallMiner charges $1,275 per month and $14,535 per year.
While CallMiner is helpful for speech analyzing and sentiment analysis, based on some CallMiner reviews, current customers are looking for:
To provide users with tools that fulfill these needs, we have curated a list of CallMiner alternatives below.
Operative Intelligence is a next-gen analytics and intelligence platform for enterprise contact centers and BPOs. It automatically transforms a business’ existing contact center data into real-world, actionable insights.
While other customer intelligence solutions concentrate on automating the quality control of the contact center, Operative Intelligence is a unique customer demand intelligence software that provides a deeper understanding of the true drivers of customer contact. This information can enable businesses to not only improve customer service operations, but also opportunities for company-wide change, including modifying products and services and organizational policies and procedures.
Operative Intelligence shares detailed information about the volume, cost, and sentiment of each customer query so contact center managers can determine the exact changes that will have the greatest impact on customer experience and overall performance. Unlike CallMiner and other platforms that rely on keywords, Operative Intelligence uses the customers’ actual words. This represents customer inquiries exactly how they’re shared so contact center leaders can understand the context and take specific actions that have a clear ROI.
Learn more about Operative Intelligence.
Talkdesk is a cloud-based call center solution that integrates CCaaS and analytics features. The platform uses interactive voice response (IVR), automatic call distribution (ACD), and skills-based routing to direct customers to the appropriate agent for their needs.
During live calls, agents have access to relevant customer information, including name, image, contact information, purchase history, and previous interaction data. In the event of a missed call, Talkdesk provides detailed call data through email, including voicemail recordings and transcriptions.
NICE Nexidia offers businesses a comprehensive understanding of customer behavior and preferences through text and speech analytics.
With automated conversations, interactive dashboards, personalized messaging, and segmentation targeting, NICE Nexidia provides a range of tools for managers to gain valuable insights into customer sentiment, activity, scheduled service calls, and more. The platform also allows for the creation of custom reports on these key metrics.
Pricing: The pricing information for NICE Nexidia is not publicly available on their website and requires businesses to contact them directly for pricing details.
Also read: NICE Nexidia vs CallMiner vs Call Journey vs Tethr vs Operative Intelligence
Observe.ai utilizes artificial intelligence to analyze customer interactions. The platform provides businesses with the ability to track customer sentiment, detect outliers, and gather business intelligence. It helps users improve customer service operations and costs by focusing on quality assurance and compliance.
Observe.ai is dedicated to improving the overall quality of customer service by providing insights into the customer experience. It differs from platforms like Operative Intelligence which provide both macro and micro insights into the customer journey, allowing businesses to adapt their product, service, and processes according to customers' needs.
Observe.ai's pricing is not publicly listed. They require organizations to request a personalized quote.
To determine the most suitable CallMiner alternative for your business, it’s helpful to evaluate pricing plans, customer support services, scalability options, and ease of implementation.
If you’re looking for an automated solution that can provide deep analytics and predictive insights from customer conversations, Operative Intelligence is the best choice.
Operative Intelligence users can effortlessly detect the most useful opportunities for improving customer experience and reducing operational costs. The platform automatically pulls and analyzes customers' actual words and transforms them into actionable insights so organizations can pinpoint difficulties and drive true change.
Book a free demo with Operative Intelligence.
As an industry, we've become highly proficient in managing and optimizing support interactions as they occur within the contact center. These strategies have been guided by traditional and important metrics like Average Speed of Answer, Average Handle Time and in the last decade, Customer Satisfaction and NPS.
The primary purpose of outbound call or contact centers is to conduct outreach to potential and current customers. Some even offer opportunities for customers to select the time they’d like to speak with one of their agents. Whether they’re trying to sell a good or service, support onboarding, encourage product usage, or enhance customer retention, outbound call centers are designed to manage large volumes of outgoing calls while maintaining great customer service.
Knowing which call center phone system to invest in is critical for any call or contact center. The right phone software can support improved agent performance, optimized call center efficiencies, and a better customer experience.