Speech analytics insights will drive operational efficiencies, improve quality of service, and increase sales performance to further strengthen member relationships.
WALTHAM, MA – May 3, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that Veridian Credit Union has selected CallMiner’s Eureka platform and myEureka solution for a complete contact center analytics platform that analyzes 100% of member conversations and automates agent performance feedback.
As a not-for-profit credit union owned by members, Veridian is committed to its members and strives to exceed expectations in every interaction. With that in mind, the company began searching for a speech analytics provider to increase the quality of service provided to members, as well as better understand their needs and how to respond to them.
“We were looking for a new way to identify opportunities for efficiency and quality assurance while matching our members with the best products and services to meet their goals” said Christi Hulme, Vice President of Member Contact Center “Every call is an opportunity to strengthen our relationship with a member. CallMiner offered 100% automated call monitoring, and having that data at our fingertips was a key factor in our decision.” said Hulme.
Eureka will automate the Veridian quality assurance process to help identify missed opportunities and coach to those instances, bringing greater value to the contact center and supporting sales growth. myEureka will provide direct feedback to teams on performance and dashboard reporting for tracking progress.
“Another big factor in our decision was a user-friendly platform with the ability to create scorecards and do ad-hoc searches,” said Alan Stalnaker, Member Contact Center Manager. “We liked that CallMiner offered these features with no special coding skills required by users.”
“We are excited to be working with Veridian Credit Union as they continue to enhance their member relationships using the insights they receive from CallMiner,” said Paul Bernard, CallMiner CEO. “By leveraging the feedback from Eureka and myEureka, Veridian is furthering its promise to create meaningful relationships with members and exceed their expectations.
About Veridian Credit Union
Veridian Credit Union, founded in 1934 in Waterloo, Iowa, is a not-for-profit financial cooperative owned by its members. The credit union offers a full range of business and consumer financial services and employs more than 750 people throughout 30 branches. For more information, visit veridiancu.org or call (800) 235-3228.
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology implementation awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. www.callminer.com.
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