The BPO division of NTT selected CallMiner to analyze
100% of customer interactions, view trend reports based
on categories, and take a data-driven approach to agent
coaching. The team configured categories in the system
around VoC, sales analytics and retention, based on client
needs. With CallMiner, the team can now parse omnichannel
feedback, including feedback from social media channels, to
give their clients a deeper understanding of customers