CallMiner, the leading provider of speech and customer interaction analytics, has announced a partnership with Genii Analytics to provide speech and multichannel behavioural analytics within Genii solutions for organisations in South Africa.

Genii will integrate CallMiner within its Analytical QA and Predict products, and use insights from CallMiner to fortify its consulting and professional services resources.

Genii is a full-stack conversational analytics company, providing software solutions, IaaS (insights as a service), consulting and professional services to optimise customer experience (CX), retention, sales and collections.

Organisations across a wide range of segments, including financial services, healthcare and business process outsourcers, rely on Genii’s deep CX and contact centre domain expertise to help select and implement a speech analytics solution that is best suited for an organisation’s specific needs.

Through the CallMiner and Genii integration partnership, organisations will realise key benefits, including:

Deep conversational analytics on all customer interactions to enable companies to improve customer service, retention, sales and collections;
AI-driven behavioural analytics that provide transformational insights, down to root cause level, into customer and agent conversations; and
Predictive customer analytics and digital engagement to increase sales and retain customers effectively.

“CallMiner’s AI-fuelled speech analytics, with automated scoring, offers rich insight into the dynamic nature of every customer conversation,” said Kobus van der Westhuizen, CEO and founder of Genii Analytics. “Genii’s ability to help drive the most impactful action for our customers is enhanced with CallMiner by revealing transformational insights with data-supported confidence.”

The partnership will encompass voice- and text-based interactions, such as chat and e-mail, for all South African languages.

“Genii Analytics provides a complete range of contact centre analytics solutions and services for the South African market,” said Frank Sherlock, vice-president of international markets at CallMiner. “Our partnership enables Genii to take advantage of CallMiner’s deep customer experience and agent performance insight to enhance their solutions with conversational awareness that improves business decisions and delivers bottom-line results.”

To learn more about conversation analytics and ways to drive business improvements, download CallMiner’s latest white paper.

About Genii Analytics
Genii Analytics provides customer conversational analytics solutions, artificial intelligence and machine learning solutions to companies in the financial services, telecommunications, healthcare, insurance, automotive and retail sectors. Genii further provides advice, consulting and professional services as well as an autonomous predictive digital engagement solution for sales, retentions, collection and service.

About CallMiner
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner allows companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across retail, financial services, healthcare, insurance, travel, hospitality and more. To learn more, visit callminer.com, read the CallMiner blog, or follow us on Twitter, LinkedIn and Facebook.