Contact centers can obtain a 360-degree view of customer experience by combining speech analytics with customer experience insights and action management tools.
January 31, 2012 (PRWEB) Vancouver, Canada & Fort Myers, USA — ResponseTek, the leader in customer experience management (CEM) software solutions, is pleased to announce a formal agreement with CallMiner, the leader in enterprise speech analytics. The partnership creates a best-in-class combination of capabilities that will drive rapid improvement in quality and customer satisfaction metrics.
ResponseTek has been the leader in call center based customer experience solutions for over 6 years, providing innovative multi-channel survey capabilities, advanced workflow tools, and real-time analysis of large volumes of customer data. The addition of CallMiner’s speech and voice analytics allows ResponseTek to interpret unstructured voice feedback within the ResponseTek Listening Platform™, providing contact centers with a complete understanding of customer experience drivers.
“The partnership with CallMiner is an important strategic step in enhancing the single view of the customer experience with the addition of voice analytics,” says Syed Hasan, President and CEO of ResponseTek. “We share a common objective in helping our clients rapidly learn from transactional customer insight and the combination of both company’s capabilities creates a compelling solution for our clients.”
As many large companies have a legacy of operating multiple platforms across their call centers, CallMiner easily integrates with existing call recording systems. The open architecture approach that both ResponseTek and CallMiner leverage allows clients to deploy multi-channel customer experience solutions with more speed and flexibility than other proprietary systems. The combined platform drives visibility for optimizing agent coaching and training programs, improving customer retention processes, and ultimately driving customer satisfaction.
“ResponseTek is a clear leader and innovator in the customer experience management space,” says Terry Leahy, President and CEO of CallMiner. “CallMiner’s powerful speech analytics platform enables ResponseTek to extract even more business intelligence for their clients and deliver on the voice of the customer promise.”
Both companies work with a Global 1000 client base across financial services, insurance, healthcare, telecom, utilities, and high tech industries.
ResponseTek is the global leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides its groundbreaking CEM solutions to Global 1000 corporations, including leading firms in the telecom, banking, insurance, retail, and online industries. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK. For more information on ResponseTek, visit www.responsetek.com.
CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (239) 689-6463, ext. 2, or visit callminer.com.