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Deliver exceptional frontline agent experiences to improve employee productivity and engagement, as well as improved customer experience.
Leverage intelligence to more effectively manage your QA program at scale, driving quality outcomes and improving CX.
Improve customer experience with operational efficiency and quality in the contact center.
Understand voice and text conversations to uncover the insights needed to improve compliance and reduce risk.
Analyze 100% of customer conversations to fight fraud, protect your brand reputation, and drive customer loyalty.
Reveal patterns and insights at scale to understand customers, better meet their needs and expectations, and drive customer experience excellence.
Use customer insights to power product-market fit and drive loyalty. Improve quality and safety, identify competitive threats, and evaluate innovation opportunities.
Conversation analytics provides business insights that lead to better patient outcomes for the professionals in the healthcare industry.
Make your telecom and communications teams stand out from the crowd and better understand your customers with conversation analytics software.
Take your omnichannel retail and eccommerce sales and customer experience to new heights with conversation analytics for deep customer insights.
Delivering the best customer experience and staying compliant with financial industry regulations can be driven through conversation analytics.
Increase revenue while supporting customers in the tightly monitored and high-risk collections industry with conversation analytics.
Conversation analytics makes it possible to understand and serve insurance customers by mining 100% of contact center interactions.
Conversation analytics can help energy and utilities companies enhance customer experience and remain compliant to industry regulations.
Adopting cutting edge technology, like AI-powered analytics, means BPOs can help clients better understand customer interactions and drive value.
Drive CX, loyalty and brand reputation for your travel and hospitality organization with conversation intelligence.
August 26, 2016
Waltham, MA – July 12, 2016 — CallMiner, the leader in speech and customer engagement analytics solutions, and Cloud9 Business Analytics, a leading provider of cloud-based Workforce Optimisation (WFO) solutions today announces a strategic partnership to bring robust cloud-based enterprise speech analytics to small and midsized businesses (SMBs) in the UK. With the support of over 20 languages and dialects CallMiner Eureka will also allow for the expansion to other European markets.
“We were looking for a like-minded partner that would allow us to bring speech analytics to the SMB market and also support chat, email, text, social media and other communications channels as many of our customers are asking for this capability. We found that partner in CallMiner,” says Keir Woolhouse, Business Consultant at Cloud9 Business Analytics.
“CallMiner and Cloud9 share a common commitment– to empower contact centres that want to improve customer engagement and the rate of positive outcomes by automating the otherwise labour-intensive QA process and then extracting actionable insights from 100% of customer interactions. With CallMiner Eureka and our overlay of managed services we can deliver on this promise,” Woolhouse continues.
With the CallMiner suite of Eureka products, Cloud9 enables SMB contact centres to improve agent performance, enrich the customer experience, reduce operational costs, mitigate regulatory compliance risk and increase revenue from sales/recovery. In addition, Cloud9 collaborates with Ember Services to provide a Managed Analytics service that delivers tangible and valuable business improvements and maximises the return on investment in the shortest timescales. Ember’s experience in customer management provides the practical know-how to deliver actionable insight – not just data – enabling contact centres to reap rewards without the need for upfront skills, further investment or license fees.
“We are excited about our partnership with Cloud9 and their focus on the SMB market in the UK and other European countries. Both companies are committed to helping businesses improve customer engagement and business outcomes. With our enhanced language support and Cloud9’s experience in the market, we will be able to build our presence throughout Europe and better serve the market,” says Frank Sherlock, VP International at CallMiner.
Cloud9 provides innovative, cost-effective and compliant Call and Screen Recording and Workforce Optimisation, and offers a unique pay-per-hour hosted speech and Multichannel Analytics solution. Delivered in the cloud, on-premise or as a hybrid solution, we help organisations with contact centre and back-office environments achieve operational efficiencies via our Acquire-Analyse-Optimise™ approach.
Contact: Keir Woolhouse, Business Consulant, Cloud9 Business Analytics Ltd |
firstname.lastname@example.org | +44 (0)845 148 9295
Ember is a business services group providing specialist management consultancy, training and analytics, executive search and contract legal services. Ember has an unashamedly financial focus and is committed to achieving tangible business benefits. Recommendations for change are backed by robust analysis that validates investment decisions and underpins financial gains as well as strong programme leadership. In this way Ember offers its clients a clear business case for innovation, change and transformation and a proven, capable partner to see it through.
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre 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, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. callminer.com.
Media Contact: Maureen Szlemp | CallMiner Marketing Director | Maureen.email@example.com | 319-573-3312.Back 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.