CallMiner Contact Intelligence

CallMiner Contact Intelligence

CallMiner

How it works: CallMiner Contact Intelligence
Categories:
Overview

CallMiner conversation intelligence uses AI to analyze and automatically score 100% of your Zoom interactions, to automate agent quality monitoring, performance feedback, and reveal insights that drive better outcomes for customers and your organization. With CallMiner, your business can understand how to improve customer sentiment, operational costs and efficiency, agent performance, and reduce compliance risk. Some benefits include:


  1. Reduce AHT - Agents leverage AI abstraction to instantly and accurately summarize each call eliminating the tedious wrap-up phase.
  2. Retain Customers - Use conversational analytics to gauge customer satisfaction and uncover drivers of sentiment, provide insights to reduce churn
  3. Reduce Operational Costs - Conversational insight can reveal contact drivers to better serve customers along their digital journey and increase self-service and efficiency. Understand what’s driving hold time, AHT, call silence, etc to build more efficient teams and processes.
  4. Consistent and accurate wrap-up - AI abstraction creates accurate, consistent and precise summaries for all agents eliminating differences in style and interpretation.
  5. Improve Effectiveness - Use analytics to deliver better CX, stronger performing sales, better payment outcomes, and more by understanding what is driving your team’s effectiveness.
  6. Develop & Coach Agents - Automatically guide and score agents to deliver consistent and efficient quality management on 100% of conversations. Conversations are monitored for at-risk interactions and supervisors are alerted to step in for rapid course correction.
  7. Mitigate Compliance Risk - Monitor 100% of conversations for compliance and alert agents to initiate procedures.


Developer Resources
Privacy & Compliance
Requirements
User role
Account admins or Users with required privileges
Zoom account eligibility
Login to check
Permissions - App can view information
Associated with your account and others you're allowed to access

Preferences and settings, which may include whether a passcode or a waiting room is required, permitted event capacity, screen sharing settings, and other settings and configuration information.

Associated with your account, others you're allowed to access, and others included in that information.

May include name, display name, email address, phone number, user ID, and other profile information.

Content generated in Zoom products, which may include audio, video, messages, transcriptions, feedback, responses to polls and Q&A, and files, and related context , such as invitation details, meeting or chat name, and meeting agenda.

Information about how people and their devices interact with Zoom products, which may include when participants join/leave, whether participants sent messages and who they message with, performance data, and other usage information and metrics.

This app can access the following information anytime including outside of a Zoom experience and when the app is not actively in use.
Scopes

Contact center

contact_center_recording:read:admin, contact_center_report:read:admin

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