CallMiner, the main supplier of dialog intelligence to enhance buyer expertise (CX), has introduced CallMiner Outreach. Constructed on superior analytics and synthetic intelligence, CallMiner Outreach is a revolutionary CX and buyer suggestions administration answer that empowers companies to attach with prospects in additional significant methods, fostering stronger relationships and uncovering actionable insights that drive enterprise-wide advantages.
Based on CallMiner’s 2024 CX Panorama Report, 64% of world organisations indicated that every one or the vast majority of the client suggestions they acquire is solicited. Additional, whereas extra organisations are gathering an equal quantity of unsolicited and solicited suggestions (25% in 2024 vs 20% in 2023), at this time’s CX leaders are nonetheless primarily counting on conventional survey instruments to solicit suggestions from prospects. The truth is, many organisations have constructed important programmes round survey efforts, regardless of low response charges, lack of significant insights and diminishing returns on funding.
CallMiner Outreach is the business’s first AI-powered buyer suggestions software that triggers outreach primarily based on particular interplay traits versus a common interplay alone, combining insights from unsolicited interactions (equivalent to these within the contact centre) with solicited suggestions for extra clever, focused surveys and buyer engagement initiatives.
By analysing telephone calls, social media, on-line opinions, e-mails and different interactions, CallMiner Outreach empowers CX and phone centre leaders to personalise outreach – within the type of surveys, quick-response varieties, advertising affords and extra – aimed toward addressing and resolving actual buyer points. This ensures relevance, timeliness and improved buyer outcomes, together with more practical e-mail and SMS campaigns, in addition to closed-loop suggestions efforts.
“At the moment’s survey distributors are caught prior to now, solely serious about the standard solution to execute surveys. They aren’t contemplating whether or not these surveys are helpful to and personalised for purchasers, and if responses are offering significant enterprise insights,” mentioned Bruce McMahon, chief product officer at CallMiner.
“CallMiner Outreach goes past easy surveys and conventional suggestions strategies by leveraging AI-driven insights from buyer interactions to enhance the standard, relevance, and effectivity of suggestions assortment and evaluation,” he mentioned.
“CallMiner has at all times enabled organisations to mix unsolicited and solicited suggestions in a single platform to achieve a complete view of the client,” McMahon continued. “With CallMiner Outreach, we’re delivering the native capabilities wanted to execute sooner, extra clever suggestions campaigns instantly throughout the CallMiner platform. CallMiner Outreach is the way forward for CX.”
Dialog intelligence
With CallMiner Outreach, each CX and phone centre leaders can seamlessly combine buyer suggestions with the business’s main dialog intelligence platform. For CX, it delivers a holistic understanding of the client, streamlines suggestions loops and improves key engagement metrics, equivalent to Web Promoter Rating (NPS) and buyer satisfaction (CSAT), to drive retention and loyalty.
For contact centres, it enhances the connection between operational effectivity and buyer satisfaction, enhancing key metrics equivalent to common deal with time (AHT) and first contact decision (FCR), in addition to agent efficiency and productiveness.
CallMiner Outreach is in early availability for brand spanking new and current prospects. To look at our product overview video, go to callminer.com/c/callminer-outreach or, to request a demo, contact [email protected].
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