CallMiner Wins Contact Center Automation Solution Award

CallMiner Named Automation Contact Center Solution of the Year at CCW Excellence Awards
CallMiner’s Conversation Analytics Platform Recognized as Leading Solutions for Contact Center and Customer Experience Excellence

CallMiner, the leading provider of conversation analytics to drive business improvement, announced today that it has been named the 2021 CCW Excellence Award recipient for Automation Solution of the Year. This award reinforces the power of the CallMiner platform to improve customer experience (CX), agent performance and operational efficiency in the contact center and drive business improvement across the enterprise .

Announced at the flagship Customer Contact Week event in Las Vegas, the CCW Excellence Awards celebrate individuals and teams who are committed to driving a superior contact center and CX excellence. Winners in 14 categories were announced and recognized for their superior thoughtfulness, creativity and execution across all call center functions. CallMiner was named Automation Solution of the Year winner ahead of five other established vendors.

Eric Williamson, Marketing Director, CallMiner, noted,

“The past two years have only affirmed the power of human connection, while demonstrating just how essential empathy and emotion are in creating a successful customer experience.

“Automation technology has the power to help organizations foster meaningful interactions, improving agent performance throughout the customer journey, better handling complex interactions, and building customer loyalty. This honor reflects CallMiner’s commitment to providing and evolving our industry-leading platform and the value it brings to our customers. We are extremely proud of the recognition and to be included in the impressive group of winners and finalists.

By collecting and analyzing 100% of large-scale omnichannel customer interactions via live audio, audio transcripts, text, chat, email and more, CallMiner helps organizations better understand customer sentiment and identify patterns and trends to improve the customer experience and drive business improvement. Using this conversational intelligence, CallMiner also provides real-time advice and coaching to contact center agents, including monitoring progress and compliance, next-best-action alerts and more to improve performance and operational efficiency.

Mario Matulich, General Manager, Client Management Practice, noted,

“We are delighted to be back for our flagship Customer Contact Week event in Las Vegas, continuing our commitment to the CCW community and customer contact industry leaders.”

“We are especially pleased to celebrate the recipients of the 2021 CCW Excellence Awards at the awards gala ceremony and to recognize successes and innovation in the industry. “

CallMiner is the global leader in conversation analysis to improve business performance. Powered by artificial intelligence and machine learning, CallMiner provides the industry’s most comprehensive platform for analyzing large-scale omnichannel customer interactions, enabling organizations to interpret sentiment and identify patterns to reveal a thorough understanding of each conversation. By connecting the dots between information and action, CallMiner enables companies to identify areas of opportunity to drive improvement, growth and transformational change more effectively than ever. CallMiner is trusted by the world’s largest organizations in retail, financial services, healthcare and insurance, travel and hospitality, and more.

For more information on CallMiner see their company profile

Launched in 1999 as Call Center Week, CCW is the largest series of customer contact events in the world. With an optimized balance of conference and exhibition, CCW is the place where customer service, CX and contact center leaders come together. In 2018, we introduced our new look as Customer Contact Week. CCW is brought to you by the Client Management Practice – the Analyst, Advisor and Industry Network for all things Client Management.

About Client Management Practice: The Client Management Practice enables better navigation in the ever-changing Client Management industry by keeping professionals informed of the latest trends, drivers and evolving industry initiatives through our extensive market research, reports and unprecedented events.