CallMiner, a supplier of clever dialog options, integrates with Genesys Cloud CX and Amazon Join, enabling organizations to entry real-time analytics inside present or future contact middle as a service (CCaaS) deployments.
With these new integrations, organizations can make the most of CallMiner’s platform primarily based on the supply of reside voice audio and profit from real-time analytics for agent steering, agent onboarding, agent coaching, self-learning, enhancing efficiency, compliance, and many others.
“At CallMiner, we’re continuously evolving our platform primarily based available on the market and altering buyer wants,” Paul Bernard, president and CEO of CallMiner, stated in a press release. “The brand new integrations with Genesys Cloud CX and Amazon Join assist clients leverage their CCaaS investments in addition to understand the worth of CallMiner’s clever dialog platform and real-time analytics capabilities. By constructing on our breadth of CCaaS integrations, we assist organizations scale back agent churn, enhance buyer satisfaction and enhance income.”
The Genesys Cloud CX integration offers a real-time connector to Genesys AudioHook, a streaming service that powers a stream of real-time voice interactions from the Genesys Cloud platform. This enables joint CallMiner and Genesys Cloud CX clients to feed information instantly into CallMiner Alert and energy real-time agent focusing on capabilities.
With Amazon Join integration, CallMiner clients can affiliate name occasions from voice streams with display recordings through CallMiner Display File to realize perception into agent effectivity and productiveness, perceive course of inefficiencies, and reinforce high quality calls.
Integrations with Genesys Cloud CX and Amazon Join are the newest in CallMiner’s integration ecosystem, which additionally contains Five9 VoiceStream and LiveVox Shadow Audio.