CallMiner

We're excited to be attending Customer Experience Live on 7–8 July in Manchester.

CallMiner’s Frank Sherlock, VP of International, has a session on 8 July at 11:40am BST to explore how intelligent automation is transforming with smarter virtual agents and customer insights.

Don't forget to stop by booth #4 to meet the CallMiner team!

Learn more and register today.👇
https://ow.ly/7jeN50ZcILC

augmentation isn’t about replacing human judgment, it’s about giving human agents the best possible support to be more effective and productive.

Imagine this — one of your agents starts their morning with a call about a billing issue, but it quickly spirals into frustration about a service disruption.

💡 Real-time sentiment detection prompts them to acknowledge the disruption first, show empathy, then return to the billing problem.

The conversation recovers.

In the background:
✅ AI compliance monitoring ensures all required disclosures happen at the right moment, without juggling a mental checklist.
✅ AI knowledge retrieval surfaces an in-depth product answer instantly, based on in-conversation context.
✅ And more.

Our recent whitepaper follows a day in the life of an AI-assisted contact center agent, exploring the ways real-time support, instant post-contact insights, and AI-powered coaching can transform experiences.

The result? Fewer escalations, more resolutions, and customers who feel truly heard.

Read more.
https://ow.ly/Ke2u50Zch6F

In Europe’s complex regulatory and multilingual environment, is rewriting the rules of customer engagement.

Competition and customer expectations are pushing organisations to scale AI faster than ever, but without governance and transparency, speed can become a liability.

CallMiner’s new research report looks at how European leaders are scaling AI in while balancing speed, governance, and trust. Key findings include:
⚡ 59% of organizations say they're scaling AI in CX quickly
⚠️ Only 39% believe compliance is keeping pace
🌍 64% say using AI across multiple languages is a major challenge
🤝 87% express strong trust in AI when human oversight is in place

The organisations that pair innovation with visibility and governance will be the ones to lead across markets, languages, and regulatory landscapes.

Download the full report for more insights.👇
https://ow.ly/KGKg50ZbAnF

Contact center agents spend an average of 101 seconds documenting and assigning disposition codes for every customer call.

These manual processes consume valuable time while introducing inconsistencies and gaps in records.

In our new Future Forward episode, Steve Morrell, Managing Director at ContactBabel, explores why automating call summaries is becoming a priority for customer service leaders. He shares how automated summaries can save time, improve consistency, and turn every customer interaction into actionable insight.

Watch the full episode here. ▶️
https://ow.ly/Yzti50Zb5IQ

Don’t forget we’ll be in New York City on June 16–17 for Forrester CX Forum East!

Stop by booth #18 to meet the CallMiner team and learn how intelligent can enhance customer experience across your organization.

Learn more about today. 👇
https://ow.ly/xKUQ50Z9Rx1

Every leader is hearing the same promises around and , including higher containment rates, lower costs, and faster service.

But many automation initiatives stall after the first wave of success because teams are optimizing workflows without understanding the customer conversations behind them.

CallMiner’s Jon Lamont, VP of Client AI Automation, explores how conversation intelligence helps organizations identify the right opportunities for automation, understand where handoffs create friction, and measure the impact on customer outcomes.

The real value of automation comes when customer insights turn it from a productivity tool into a long-term business advantage.

Read more on the CallMiner blog.
https://ow.ly/BgkQ50Z9qGf

Customer Contact Week's is right around the corner!

CallMiner’s Jonathan Ranger and Estefeta’s María Griselda Hernández Fábregas are hosting a workshop exploring the balance between maintaining the human touch and leveraging to streamline customer journeys, foster multilingual and natural interactions, and enhance business processes.

Join us to learn:
➡️ How to leverage insights drawn from customer conversations to pinpoint high-value automation opportunities
➡️ The essential components of deploying virtual agents that resonate with customers
➡️ How to harmonize intelligence, automation, and human augmentation to create a seamless & EX

Session details:
📅Tuesday, June 23
⏰9 – 10:30am PT
📍Caesars Forum, Workshop B

Don't forget to stop by booth #526 to connect with the CallMiner team! There is still time to register. https://ow.ly/AA2s50Z8R7F

and continue to dominate conversations across customer experience, but where should organizations actually begin?

Adrian Swinscoe, author and CX strategy expert, joins our latest episode of Future Forward to discuss why starting with deep customer understanding leads to smarter automation decisions.

From uncovering challenges through AI-driven insights to ensuring automation initiatives support broader commercial objectives, Adrian shares a practical perspective on how leaders can approach transformation with greater clarity and impact.

Tune into the full episode here. ▶️
https://ow.ly/ZmIW50Z80En

(and Miami) did not disappoint this week! 🌴

Throughout the event, customers, partners, and industry leaders connected via interactive sessions, hands-on discussions, and networking experiences focused on the future of and .

From sharing real-world strategies to exploring new ideas and innovations, the conversations sparked fresh perspectives and valuable collaboration. And that's exactly what the is all about.

Big thank you to our sponsors ACC Premiere, Daon, and Microsoft.

📍Next stop: in Prague, Czech Republic on September 10. 🏰
https://ow.ly/1NtW50Z7Aaz