Forrester study highlights the value of customer intelligence
Discover why Forrester Consulting examined the latest trends in customer intelligence.
The Team at CallMiner
December 31, 2018
CallMiner had some amazing product news, awards and press in 2018 and in case you missed it, below are 10 highlights from the year! You can keep up with all the latest news by subscribing to the blog or follow us on LinkedIn, Twitter and Facebook.
CallMiner’s dedication to customer satisfaction through training, support, and community for customer engagement analytics professionals reflected in our highest NPS score to date. Our 2018 Net Promoter Score set another company record at 59, beating the 2017 record of 51. With a final score of 59, CallMiner ranks in the top percentile of software company NPS scores. The rating marks the third consecutive year of NPS improvement for CallMiner.
“As a SaaS company, our success is driven directly by our customers’ success. We understand that when customers have a great experience with the Eureka platform they then renew and grow their business relationship with CallMiner,” said Adam Walton, CallMiner Chief Operating Officer. “Our NPS score is one of our key corporate success measures and we are very proud of our team’s work with customers in further raising our score. This new record validates our focus on delivering actionable business intelligence, giving our customers confidence to promote the value of Eureka to others.”
The CallMiner annual user conference LISTEN highlights customer engagement analytics use cases and provides education and networking opportunities for attendees. This year’s event honored three customers with LISTEN Awards for their achievements in speech analytics success at its annual user conference held October 23-25. LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.
LISTEN Award winners Quentin (Quinn) Burrell, Business Analyst at financial services provider First Associates, Pulkit Jain, Manager of Business Information Analytics at financial services provider Encore Capital Group, Marvie Wright, Director of Leadership and Sales Training at marketing and customer engagement solution provider Dialog Direct.
Hubspot’s Sophia Bernazzani @Soph_bern highlighted our infographic on customer loyalty. Your customers have high expectations of the companies they choose to patronize. And as it turns out, only one instance of missed expectations can make customers change providers for what they perceive to be a better opportunity.
CallMiner customer, Cabot Credit Management (Cabot), has won the ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018 presented by CCR Magazine. The Credit Excellence Awards recognize organizations that work in a way that is likely to inspire others in the profession to deliver the best possible customer outcomes. The judges were impressed by the way Cabot uses CallMiner Eureka speech analytics to deliver immediate and sustained benefits to its customers, its people and its business.
On Cabot’s use of CallMiner Eureka, the Credit Excellence Awards judges said, “The winning entry demonstrated strong evidence of customer benefits, particularly in respect of vulnerable customers. It is an excellent example of the use of technology to enhance the capabilities of individuals in real time, to the benefit of customers. The staff initiative to further utilize this technology to bring back-office and front-office capabilities together further strengthened this entry.”
Partnership combines CallMiner contact center engagement analytics with Medallia’s solicited feedback data. The new partnership pairs CallMiner’s contact center engagement analytics with those of Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering.
“Bluegreen Vacations strives to share happiness in every engagement with our customers,” said Jason Allison, Senior Vice President of Customer Service. “We combine the use of Medallia and CallMiner Eureka to optimize customer experience by comparing owner satisfaction survey feedback from Medallia to transcripts and audio from CallMiner for root-cause analysis. We also utilize solicited and unsolicited feedback from the respective solutions to ensure our customers are receiving a great customer experience.”
“Medallia enables companies to discover actionable insight from customer feedback to drive business decisions and improve customer experiences,” said Toni Adams, Vice President of Partnerships and Alliances for Medallia. “Our new partnership with CallMiner will enrich VOC and VOE feedback for Medallia customers with unsolicited dialog and sentiment insight, awareness for how agents support loyalty drivers, and interaction data for creative survey outreach.”
This podcast featuring CallMiner and customer SiriusXM was recorded at the 2018 Customer Contact Week in Las Vegas. If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix any problems – you need to dig deeper. You need a robust, ever-evolving analytics program.
SiriusXM is fervently committed to such a program, and senior solutions manager Emily Deragon discusses that analytics journey in the new CCW Digital podcast.
She does not do so alone. CallMiner Eureka’s Brian LaRoche also participates in the discussion, sharing his expertise from working with SiriusXM and many other customer-centric brands.
Forrester’s Principal Analyst Ian Jacobs writes of their New Wave report, “The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018” which identified the 11 most significant players in this market and named CallMiner a leader. Read Ian’s interesting takeaways from their research.
Hear more about the research in the our recent webinar with Ian and Director of Product Marketing Steve Chriokas.
New interaction analytics modules provide end-to-end customer intelligence using scalable Eureka platform engine. CallMiner launch its comprehensive CallMiner Eureka platform and new analytics modules: Analyze, Coach, API, Redact, and Alert. Powered by the Eureka data mining engine, the new modules are built to meet the full range of customer intelligence needs from real-time to post-contact analysis.
Each of the AI-driven analytics modules now leverage the core Eureka data processing engine that was enhanced earlier this year. By consolidating all modules onto a single platform, customers benefit from faster improvements, shared administration, and greater interoperability across the entire product suite.
“Our new analytics modules were aptly named to focus on the key pillars of engagement analytics – Analyze, Coach and Alert, plus API for data integration and Redact for security,” said Bruce McMahon, Director of Product Management at CallMiner. “Deploying all of these modules on the scalable and elastic Eureka mining platform is the culmination of our 2018 goal of a true cohesive platform concept with full product and data integration.”
The Eureka 10 Post-Contact Interaction Analytics Suite was recognized for its user-friendliness, robust in-depth analysis of customer interactions and agent performance, and fast response to its customers’ needs.
The awards, run annually by Call Centre Helper, recognize the best contact center technologies available globally. The Top 10 is created by customer votes, making these the most impartial of all the contact centre technology awards. Eureka 10 was recognized for being intuitive and user-friendly with the intent of making customers more self-sufficient and less reliant on professional services to drive their own analytics success.
Jonty Pearce, Editor of Call Centre Helper, said: “These awards are voted on by real-life contact centers that are using the technology, rather than selected by a panel of ‘experts’. The detailed comments made by those that voted for CallMiner clearly show what customers love about the technology. CallMiner was singled out for its user-friendliness and robust in-depth analysis of customer interactions and agent performance, which provides management with excellent insight into what is happening in their contact center every day.”
CallMiner and Nuance Communications received a Silver Stevie Award in the New Contact Center Solution category. The award recognizes the joint partnership to deliver a customer engagement analytics solution that offers the most robust and accurate insights into the customer journey through Artificial Intelligence (AI)
Through this partnership, the CallMiner Eureka Voice of the Customer analytics platform has combined with Nuance’s Professional Services team to reveal insights from automated analysis of communications across channels – calls, chat, emails, texts, social media, surveys, and more. Key impacts of this solution include the ability to guide efforts to improve the customer experience, continuously improve contact center efficiency, manage agent performance and mitigate risk and compliance issues.
“Today, demands on contact centers are increasingly complex as customers use multiple channels for contact, have greater expectations on service, and desire personalized and efficient experiences. The recognition from the Stevie Awards demonstrates that the joint Nuance and CallMiner Customer Engagement Analytics solution is providing real value for enterprises by leveraging AI to improve the customer experience and increase efficiencies,” said Tony Lorentzen, senior vice president and general manager for Voice and Security solutions, Nuance Enterprise Division.
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