WALTHAM, Mass.--(BUSINESS WIRE)--CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), announced today that it has been named a leader in the 2024 SPARK Matrix™: Speech Analytics, Q1 2024 Report by Quadrant Knowledge Solutions for the third consecutive year.
The rapid evolution and adoption of artificial intelligence (AI) is reshaping the speech analytics and conversation intelligence markets, advancing how organizations improve operational efficiency, agent performance and CX. In its latest report, Quadrant Knowledge Solutions analyzed emerging industry trends, vendors' offerings and competitive factors, giving CallMiner top ratings for technology excellence and customer impact.
“Organizations are having more conversations with their customers than ever before, both on voice and text channels,” said Jeff Gallino, CEO, CallMiner. “Without the right AI-powered technology solution, it’s impossible to understand these interactions at scale and uncover insights that drive improvements in the contact center and beyond. CallMiner has always been a leader in the conversation intelligence industry, and being recognized as such by Quadrant Knowledge Solutions further validates the excellence of our platform and our commitment to meet the ever-changing needs of the market and our customers.”
The report highlights a number of CallMiner’s key differentiators, including AI-driven search, transcription accuracy, real-time and post-interaction analytics, omnichannel capabilities, sentiment and emotion identification, and more. Further, Quadrant Knowledge Solutions recommends the CallMiner platform to organizations looking to optimize customer experiences and agent performance, as well as those that require a solution that can seamlessly integrate within existing business environments.
“CallMiner is at the forefront of AI and machine learning (ML),” said Ganesh Reddy Bonthu, Senior Analyst, Quadrant Knowledge Solutions. “Its platform’s strengths are rooted in deep analytics capabilities, supporting a broad range of communication channels, and seamless integrations to other critical business systems – aimed at uncovering the insights that drive customer satisfaction and operational efficiency.”
Bonthu continued: “Moreover, CallMiner’s continuous investment in generative AI and large language models (LLMs) demonstrates its commitment to staying updated with technological progress and leading in these developments. Its mix of experience, innovation and strategic emphasis on AI and ML contribute to CallMiner's leadership in the conversation intelligence sector, providing advantages to businesses looking to leverage AI for enhanced customer experience and insights.”
Download a complimentary copy of the SPARK Matrix: Speech Analytics, Q1 2024.
About Quadrant Knowledge Solutions
Quadrant Knowledge Solutions is a global advisory and consulting firm focused on helping clients achieve business transformation goals with Strategic Business and Growth advisory services. At Quadrant Knowledge Solutions, our vision is to become an integral part of our client’s business as a strategic knowledge partner. Our research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments. For more available research, please visit https://quadrant-solutions.com/market-research/.
About CallMiner
CallMiner is the global leader in conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By elevating insights from the contact center to the boardroom, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, X and Facebook.
