The collaboration with Microsoft aims to improve customer service representative performance, elevate VoC understanding, and drive smarter, data-informed decisions at scale.
CallMiner, a provider of AI-powered conversation analytics to improve CX, has announced its collaboration and integration with Microsoft Dynamics 365 Contact Centre.
By delivering AI-powered conversation analytics for interactions occurring through Dynamics 365 Contact Centre, Microsoft customers can use deep insights to boost customer service representative effectiveness, better understand VoC, improve proactive issue resolution, and ultimately drive business growth.
Dynamics 365 Contact Centre offers omnichannel capabilities, including voice and digital channels, interactive voice response (IVR), CRM agnosticism, and more.
The integration with CallMiner platforms expands these capabilities with deep, post-contact conversation analytics, aimed at helping organisations to optimise service rep quality management and customer engagement strategies.
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“Today’s modern contact centres are looking for more than just operational support – they’re looking for insights that can drive business improvement, from service team performance to CX,” said Scott Kendrick, SVP of Strategy, CallMiner.
“Our collaboration with Microsoft demonstrates our joint commitment to advancing how organisations understand and serve their customers. By seamlessly integrating the CallMiner platform with Microsoft Dynamics 365 Contact Centre, we’re enabling businesses to harness conversation analytics and AI-driven insights in a way that revolutionises operational efficiency and customer outcomes.”
CallMiner’s AI-powered conversation analytics platform captures and analyses omnichannel customer conversations at scale, uncovering challenges and areas of opportunity around business performance, customer intent and journey, service rep behaviours, and more.
When combined with Dynamics 365 Contact Centre, organisations gain centralised capabilities that meet contact centre infrastructure and business intelligence requirements.
“Microsoft Dynamics 365 Contact Centre is transforming how organisations manage their contact centres, with Copilot-first automation and efficiency across channels,” said Alan Ross, Principal Group Manager, Microsoft.
“Through our collaboration with CallMiner, we’re taking those benefits and value to the next level, ensuring users gain the conversation and VoC insights needed to improve service representative performance, quality management, CX, and enterprise-wide decision making.”
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