CallMiner, the leading provider of conversation analytics to drive business improvement, today announced it was named the 2021 CCW Excellence Award winner for Automation Solution of the Year. The award reinforces the power of the CallMiner platform to enhance customer experience (CX), agent performance and operational efficiency in the contact center and drive business improvement enterprise-wide.

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CallMiner Named Automation Solution of the Year at CCW Excellence Awards

Announced at the flagship Customer Contact Week event in Las Vegas, the CCW Excellence Awards celebrate individuals and teams who are committed to driving superior contact center and CX excellence. Winners across 14 categories were announced and recognized for their superior thinking, creativity and execution across the full spectrum of call center functions. CallMiner was named the Automation Solution of the Year winner ahead of five other established vendors.

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“The past two years have only affirmed the power of human connection, while demonstrating how critical empathy and emotion are in creating a successful customer experience,” said Eric Williamson, CMO, CallMiner. “Automation technology has the power to help organizations foster meaningful interactions – improving agent performance over the entire customer journey, better managing complex interactions and driving customer loyalty. This honor reflects CallMiner’s commitment to delivering and evolving our industry-leading platform and the value it brings to our customers. We’re extremely proud of the recognition and to be included among the impressive group of winners and finalists.”

By collecting and analyzing 100% of omnichannel customer interactions at scale across live audio, audio transcriptions, text, chat, email and more, CallMiner helps organizations better understand customer sentiment and identify patterns and trends to enhance CX and drive business improvement. With this conversation intelligence, CallMiner also delivers real-time guidance and coaching for contact center agents, including progress and compliance monitoring, next-best-action alerts and more to improve performance and operational efficiency.

“We’re thrilled to be back for our flagship Customer Contact Week event in Las Vegas we continue our commitment to the CCW community and the customer contact industry executives,” said Mario Matulich, Managing Director, Customer Management Practice. “We’re especially pleased to celebrate the 2021 CCW Excellence Awards winners during the Awards Gala ceremony and recognize the successes and innovation in the industry.”

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