CallMiner is a conversation intelligence platform that AI and machine learning to analyze omnichannel customer interactions, interpret customer sentiment, and generate trend insights.

CallMiner

501-2000

Commercial Health Plan

Hospitals / Health System

Provider / Payer

Vendor

Avadyne Health leverages CallMiner to analyze 100% of its contact center calls, aiding agent training and coaching on communication techniques.

Avadyne Health

USCB America overcame challenges in providing timely feedback and ensuring 100% compliance in patient conversations by implementing CallMiner. This solution enhanced their operations, including halving the time required for employee onboarding and training.

USCB America

MTM addressed its challenges with call center scripting compliance and manual call evaluations by implementing CallMiner, enabling the comprehensive analysis of calls and agent performance, including custom categories for risk, compliance, and satisfaction rates. This approach significantly improved the understanding of both agent and customer satisfaction, moving beyond the limitations of scoring only three calls per agent per month.

VitalityHealth uses CallMiner to record, transcribe, and analyze calls to monitor quality, track performance, and support individual learning by flagging calls with potential concerns. The analysis focuses on regulatory compliance, service excellence, and process assurance to ensure comprehensive quality assessment, improving Vitality’s customer experience capabilities and increasing compliance of core internal processes.

VitalityHealth

Kelsey-Seybold
Clinic implemented
CallMiner to provide
deep insights and
understanding
into the patient
experience through
post-interaction
analytics. Real-time guidance enables better accuracy, increased adherence to compliance requirements and an improved patient experience.

CallMiner

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