CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
May 21, 2019
WALTHAM, Mass., May 21, 2019 — CallMiner, the leading provider of speech and customer engagement analytics solutions, today announced its partnership with consumer consultancy Praxidia Knowledge Services, a specialized subsidiary of the Teleperformance Group, to optimize agent quality and customer satisfaction for contact centers and customer experience (CX) teams across the globe.
Powered by the CallMiner platform, Eureka, Praxidia’s professional services will deliver data-driven insights based upon customer intent, action and emotion; along with agent performance metrics and show how they remain compliant and represent the brand. Through this partnership, Praxidia customers can outsource 100% of their agency quality management needs including deployment, category customization and tuning, and reporting, as well as agent training and coaching across multiple geographies and languages.
“Our organization is built around gathering insights to fuel our analytics, consulting and digital transformation services,” Paolo Righetti, CEO Praxidia Knowledge Services said. “CallMiner and Praxidia are driving business intelligence from the call center with language-specific customer experience applications across Italian, French and German-speaking organizations. Through partnering with CallMiner, we’re able to take our solutions to the next level through real-time interaction processing capabilities.”
With the addition of CallMiner’s technology, Praxidia customers will benefit from:
“Praxidia managed analytics and consulting services, as part of one of the world’s largest Business Process Outsourcers (BPO) Teleperformance, offers customers exceptional expertise with scalability, confidence and geographic presence,” said Paul Bernard, president and CEO of CallMiner. “CallMiner’s ability to more quickly and persistently consolidate actionable insight from voice and multichannel interactions in both real-time and post-call provides Praxidia with agent quality management and CX benefits that boost customer satisfaction and build a competitive advantage.”
CallMiner and Praxidia are driving business intelligence from the contact center within North America and for language-specific content across Italian, French and German-speaking organizations. CallMiner insight will also contribute to Praxidia’s suite of industry vertical applications for customer experience analytics that deliver immediate business value.
For an example of Praxidia client success with CallMiner Eureka, visit the CallMiner Learning Center.
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, callminer.com.
Praxidia is a new and unique consultancy business based on the Teleperformance Group’s massively successful global expertise in omnichannel customer experience management and its extensive ongoing insights into customer behavior. Praxidia exists to increase the value of customer interactions and create new opportunities for its clients and their customers by applying the advanced research, analytics, and operational experience of Teleperformance from over the past 40 years in more than 160 world markets.
Alexandra Aguiar Corporate Ink for CallMiner 617-969-9192 firstname.lastname@example.orgBack to Press Releases
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.