Speech Analytics Voice of the Customer (VOC) quality and loyalty indicators are revealed from every contact center conversation
WALTHAM, Mass. – March 6, 2019 – CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, today announced the launch of a CX Solution Pack for enhanced customer experience insights both within and beyond the contact center. The Pack provides a continuous flow of CX insights captured during every engagement. This valuable data informs and directs customer experience professionals and contact center managers at every point of the customer journey.
The CX Solution Pack provides customer intelligence from voice conversations, providing greater CX insight to complement and expand upon that gathered from surveys (solicited feedback). Organizations will benefit from a continuous and more comprehensive measure of customer experience quality and customer loyalty across all customer interactions. The CX Solution Pack implemented with CallMiner Eureka greatly reduces effort and time to insight by providing a predefined set of analytical content specifically targeted to measuring various aspects of customer experience.
“The ability to capture the drivers of key CX moments of truth from every contact center conversation enables a new level of customer experience awareness,” said Paul Bernard, CallMiner President and CEO. “The CX Solution Pack provides contact center managers and CX Pros with velocity to CX vision with unsolicited feedback from the voice of your customer as well as how frontline employees represent the brand.”
The CX Solution Pack was designed to harness data and measurements, as well as accelerate time to insight with a categorization framework designed around best practices in measuring customer experience. It works to correlate unstructured data in conversations including sentiment to customer experience quality. In addition, the Pack analyzes customer effort and emotion, as well as customer loyalty, retention and likelihood to recommend.
According to a report written by Faith Adams and Arielle Trzcinski of Forrester Research, “Advanced programs expand data sources and analysis to prove value …. Collect and analyze both unsolicited and unstructured feedback. Unstructured feedback can come from surveys, customer emails, phone calls, chats, and search terms.” 1
For more information about the CallMiner Customer Experience Solutions, visit callminer.com/cx
CallMiner empowers organizations of any size to extract and take action on intelligence from customer interactions, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, www.callminer.com.
- How To Build A VoC Program In Healthcare by Faith Adams and Arielle Trzcinski, Forrester Research, Inc., February 15, 2019
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