121. Automating the Contact Center With CallMiner Transform NOW

On this podcast, Brad Hairston talks with Jeff Gallino, CTO and Founder of CallMiner, and Satish Shenoy, RVP of Strategic Technology Alliances & Partnerships at Blue Prism, who explain how digital workers augmented with conversation analytics can transform a contact center and improve customer experience.

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Here’s what we talked with Jeff and Satish about:

* How CallMiner works and where AI and Machine Learning play a role in the platform

* How CallMiner addresses a big front office issue consistently seen in the industry

* Specific verticals or industries that are a great fit for intelligent automation + conversation analytics

* How CallMiner has evolved as a result of the pandemic and industry trends such as contact centers shifting to the cloud

* Use case examples that demonstrate how CallMiner and Blue Prism are better together

* How CallMiner helps internal functions such as Marketing and Product Management

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