CallMiner recently introduced CallMiner Outreach, an advanced tool poised to revolutionize customer feedback management. This innovative solution leverages AI and analytics to transform customer interactions into actionable insights, addressing a crucial need for enterprises.
Traditional survey methods often yield low response rates and minimal insights. 64% of global organizations rely on solicited feedback, with a slight increase in the collection of both solicited and unsolicited feedback from last year to 2025.
CallMiner Outreach distinguishes itself by utilizing AI to initiate feedback collection based on specific interaction traits, rather than general interactions. This approach allows the tool to gather insights from unsolicited interactions such as phone calls, social media, online reviews, and emails, integrating them with solicited feedback. This personalized method aims to address customer issues more effectively and enhance email and SMS campaigns, as well as closed-loop feedback efforts.
One major advantage of CallMiner Outreach is its ability to improve the quality, relevance, and efficiency of feedback collection and analysis through AI-driven insights. This positions it as a cutting-edge solution, surpassing traditional survey methods that often fail to provide personalized experiences or valuable business insights.
For CX and contact center leaders, CallMiner Outreach offers a comprehensive understanding of the customer by combining feedback with conversation intelligence. This enhances key engagement metrics like Net Promoter Score (NPS) and customer satisfaction (CSAT), driving retention and loyalty. Additionally, it links operational efficiency with customer satisfaction, improving performance metrics such as average handle time (AHT) and first contact resolution (FCR), and boosting agent productivity.
This shift towards sophisticated, AI-driven solutions marks a significant trend in customer feedback management. CallMiner Outreach exemplifies this movement by offering a more nuanced and comprehensive approach to feedback, aiming to revolutionize the customer experience landscape.
In summary, CallMiner Outreach transforms customer experience management by leveraging AI and advanced analytics, promising more personalized, targeted, and effective feedback collection and analysis. This ultimately aims to generate significant business insights, improve customer outcomes, and foster stronger customer relationships. The solution has been available for early adoption by new and existing customers.