Podcast | 121

Automating the Contact Center - Part 2

Time: 34:46
Transform NOW Podcast with Jeff Gallino of CallMiner

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Gathering Actionable Intelligence From Customer Interactions

In today's omnichannel world where interactions with customers occur in multiple ways, understanding the customer more effectively has become increasingly important. On this podcast, Brad Hairston talks with Jeff Gallino, CTO and Founder of CallMiner, and Satish Shenoy, RVP of Strategic Technology Alliances & Partnerships at Blue Prism, who explain how digital workers augmented with conversation analytics can transform a contact center and improve customer experience.

Here’s what we talked with Jeff and Satish about:

  • How CallMiner works and where AI and Machine Learning play a role in the platform
  • How CallMiner addresses a big front office issue consistently seen in the industry
  • Specific verticals or industries that are a great fit for intelligent automation + conversation analytics
  • How CallMiner has evolved as a result of the pandemic and industry trends such as contact centers shifting to the cloud
  • Use case examples that demonstrate how CallMiner and Blue Prism are better together
  • How CallMiner helps internal functions such as Marketing and Product Management

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