SMG Extends CallMiner Partnership

Global experience management solution developer Service Management Group (SMG) has announced a partnership extension with conversation analytics solutions provider, CallMiner. As part of this continued relationship, the two companies intend to improve call center operations through data consolidation and advanced analytics features.

Utilizing data accumulated from previous interactions, call center agents can gain highly specific insights and analysis about customer behavior with CallMiner (News - Alert) solutions implemented through the smg360 platform.

“While contact centers contain a wealth of information relevant to the customer experience, traditional data silos often prevent programs from reaching their full potential,” said SMG VP/GM of CX Solutions Charlie Moore. “Our partnership with CallMiner is helping brands tap into conversational feedback and connect the dots between customer interactions and the actions brands can take to improve the experience.”

The growing sophistication of contact center solutions are offering businesses key information into maintaining a positive and constructive customer experience. With analysis features, agents can finely tune individual experiences with more personalized elements, offering customers unique interactions that differ from routine call center formulas.

“With the right technology, brands can contextualize customer conversations and uncover key insights to drive better agent performance, customer satisfaction and overall business improvement,” said CallMiner CTO and founder Jeff Gallino. “Partnering with SMG allows us to bring data from across the customer journey into a single platform so brands can easily and more effectively consume and explore CX data, quickly identify shortcomings and take action.”

Edited by Maurice Nagle