Cirrus and CallMiner: AI-Driven Conversation Intelligence for Better CX

This article is featured on UCAdvanced.

In today’s fast-paced business environment, delivering exceptional customer experiences has become a critical priority for contact centers across industries.

To meet this demand, leading contact center as a service (CCaaS) provider, Cirrus, has partnered with conversation intelligence provider, CallMiner, to offer a powerful solution that leverages the latest in AI and machine learning to drive deep customer insights and operational efficiency. With joint omnichannel capabilities, advanced data analytics, and direct support for customer-facing operatives, this partnership delivers a competitive edge for contact centers seeking to improve their CX delivery and enhance overall business performance.

Cirrus and CallMiner partnership offers AI-driven conversation intelligence for enhanced CX delivery.
Joint omnichannel capabilities and advanced data analytics provide deep customer insights for operational efficiency and improved effectiveness.
Direct support for customer-facing operatives via AI-assisted coaching ensures empowered agent development and improvement, driving long-term platform return on investment.

In today’s business landscape, delivering exceptional customer experiences has become a crucial priority for organizations of all sizes and industries. To meet this growing demand, leading contact center as a service (CCaaS) provider Cirrus has partnered with conversation intelligence provider CallMiner to offer a comprehensive solution that leverages the latest advancements in artificial intelligence (AI) and machine learning (ML) technology.

With joint omnichannel capabilities, Cirrus and CallMiner capture and analyze customer data and feedback from interactions across all channels. The solution provides deep insights that enable organizations to quickly take action and improve traditional contact center metrics, such as average handle time and silence, as well as enterprise-wide initiatives, including customer experience, sales effectiveness, and product innovation.

Powered by AI and ML, the solution automates processes such as generating and inserting interaction summaries into systems of record like Salesforce, further supporting agents in their roles. This not only leads to operational efficiency but also empowers agent development and improvement, driving long-term platform return on investment.

The partnership between Cirrus and CallMiner also provides direct support for customer-facing operatives through AI-assisted coaching, which helps boost agent confidence in using the CCaaS platform. Agents can monitor their own performance on an ongoing basis and receive feedback on all of their interactions, leading to empowered agent development and improvement.

Furthermore, the solution offers unlimited customisation and sector-agnostic features, enabling organizations to understand sentiment across the entire customer journey, uncover trends, build prediction models, and identify the most impactful insights to improve effectiveness, efficiency, and compliance.

Commenting on the partnership, Cirrus CEO Jason Roos said, “Analytics is an increasing demand amongst our customers, as contact centers search for new ways to enhance their CX delivery. CallMiner’s market-leading capabilities allow us to meet and exceed customer expectations, and we’re fully confident that our partnership will continue to strengthen and evolve to align with existing and future customer needs.”

In conclusion, the Cirrus-CallMiner partnership provides a competitive edge for contact centers seeking to improve their CX delivery and enhance overall business performance. With AI-driven conversation intelligence, advanced data analytics, and direct support for customer-facing operatives, organizations can leverage the latest in technology to drive deep customer insights and operational efficiency, delivering exceptional customer experiences that set them apart in today’s competitive market.

FAQ

Q: What is Cirrus and CallMiner’s partnership?

A: Cirrus, a contact center as a service (CCaaS) provider, has expanded its partnership with CallMiner, a conversation intelligence provider. Together, they offer a competitive solution that captures and analyzes customer data and feedback from interactions across all channels, delivering deep insights for contact centers and their agents.

Q: What benefits does the partnership offer to contact centers?

A: The partnership between Cirrus and CallMiner offers various benefits to contact centers, including Improved customer experience delivery, Enhanced operational efficiency, Immediate time-to-value, Long-term platform return on investment & AI and ML-powered automation

Q: What industries does the partnership support?

A: The solution offered by Cirrus and CallMiner is sector agnostic, meaning it can support contact centers and their agents across multiple industries, including insurance and travel.

Q: What is conversation intelligence?

A: Conversation intelligence is the practice of capturing and analyzing customer data and feedback from interactions across all channels. It involves using artificial intelligence and machine learning to automate processes and generate insights that can be used to improve contact center metrics and enterprise-wide initiatives such as customer experience, sales effectiveness, and product innovation.

Q: What kind of support does the partnership offer to contact center agents?

A: The partnership between Cirrus and CallMiner offers AI-assisted coaching that helps boost agent confidence in using the CCaaS platform. Agents can monitor their own performance and receive feedback on all their interactions, ensuring each individual feels comfortable in their role while ensuring the business gets the most out of its investment.