CallMiner, the leading provider of conversation intelligence to enhance customer experience (CX), announced the launch of CallMiner Outreach, an innovative AI-driven customer feedback solution designed to empower businesses with deeper insights and stronger customer connections.
Built on advanced analytics and AI, CallMiner Outreach revolutionizes CX by combining insights from unsolicited interactions — such as contact center conversations — with solicited feedback for more intelligent, targeted customer engagement initiatives. This enables businesses to identify key customer issues, deliver personalized outreach, and drive better outcomes.
Addressing Gaps in Traditional Feedback Methods
According to CallMiner’s 2024 CX Landscape Report, 64% of global organizations revealed that most customer feedback they collect is solicited. While 25% of organizations now collect an equal amount of unsolicited and solicited feedback (up from 20% in 2023), many still rely heavily on traditional surveys that often suffer from low response rates and limited insights.
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CallMiner Outreach addresses these challenges by triggering outreach based on specific interaction characteristics rather than general interactions alone. This ensures that customer engagement efforts are relevant, timely, and impactful.
Driving Better CX Outcomes with AI-Powered Insights
By analyzing customer conversations from phone calls, social media, online reviews, emails, and other channels, CallMiner Outreach empowers CX and contact center leaders to:
- Personalize outreach campaigns with targeted surveys, quick-response forms, and marketing offers
- Deliver timely engagement efforts that directly address customer concerns
- Improve the efficiency of closed-loop feedback initiatives
“Today’s survey vendors are stuck in the past, only thinking about the traditional way to execute surveys. They are not considering whether those surveys are valuable to and personalized for customers, and if responses are providing meaningful business insights,” said Bruce McMahon, Chief Product Officer at CallMiner. “CallMiner Outreach goes beyond simple surveys by leveraging AI-driven insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.”
“CallMiner has always enabled organizations to combine unsolicited and solicited feedback in a single platform to gain a comprehensive view of the customer,” McMahon added. “With CallMiner Outreach, we’re delivering the native capabilities needed to execute faster, more intelligent feedback campaigns directly within the CallMiner platform. CallMiner Outreach is the future of CX.”