CallMiner: Better CX Starts with Smarter Automation, Podcast

CallMiner: Better CX Starts with Smarter Automation, Podcast

Author: Telecom Reseller September 15, 2026 Duration: 0:00

“It starts with knowing what to automate.”

In this Technology Reseller News podcast recorded at Alianza Navigate 2026, Scott Kendrick of CallMiner discusses new research showing a significant gap between the adoption of customer experience automation and the quality of the experiences it delivers.

CallMiner’s upcoming CX Landscape Report found that 99 percent of CX organizations use automation, but only 24 percent say it delivers very positive customer experiences.

CallMiner is an AI platform for customer conversations. The company analyzes calls, chats, surveys, reviews and other interactions to help organizations understand what customers are saying and determine what the business should do next.

Kendrick says the problem is not simply whether companies are automating, but whether they are automating the right interactions.

One CallMiner customer assumed billing calls were a good target for automation. Analysis showed that many customers were actually calling for help setting up AutoPay. Automating that process could prevent future calls altogether.

“That’s where smarter automation comes in,” Kendrick says. “You need to know what to automate, how to automate it and when a human should be involved.”

CallMiner is also one of the founding experience providers working with Alianza Crux.

Kendrick says the relationship can help CallMiner bring conversation intelligence and automation tools to smaller contact centers by simplifying access to voice traffic and integration.

For MSPs and service providers, that creates an opportunity to help customers extract more value from conversations rather than simply transport calls.

CallMiner can also generate real-time notifications and automated customer outreach based on what occurs during an interaction, helping companies close the gap between identifying an issue and acting on it.

The new CallMiner CX Landscape Report will be available September 15.

Visit CallMiner.com to learn more and download the report.

 


Keeping up with the rapid evolution of business communications requires a trusted source that cuts through the jargon. Telecom Reseller / Technology Reseller News delivers exactly that, offering a clear-eyed look at the technologies reshaping how companies connect. Each episode breaks down the practical implications of trends like Communication AI, vCons, and the entire as-a-service landscape-from CPaaS and CCaaS to UCaaS. We also dive into the critical intersections of Mobility and Security, providing context that goes beyond the headlines. This isn't just a surface-level news recap; it's a focused discussion on the tools and strategies that matter for resellers, integrators, and decision-makers navigating this complex field. Tune in for straightforward reporting and analysis that makes sense of the technical, helping you understand not just what is changing, but why it matters for your business. For anyone involved in the channel, this podcast serves as an essential audio briefing on the forces defining how the world communicates.
Author: Language: en-us Episodes: 50

Telecom Reseller / Technology Reseller News
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