CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
July 25, 2017
Zenylitics offers Eureka speech analytics as part of its services to provide a turnkey, fully managed speech analytics and quality assurance program for clients.
WALTHAM, MA – July 25, 2017 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics announces a partnership with Zenylitics, a leading provider of speech analytics program management and quality assurance services. Zenylitics will incorporate the CallMiner Eureka speech analytics platform with its extensive contact center and speech analytics expertise to provide full-service QA solutions while delivering significant value with analytics initiatives to drive client revenue and market share. It will also leverage the Eureka API to deliver customer reporting and solutions for its clients.
“We chose CallMiner Eureka because of its flexibility as a platform, robust application programming interfaces, and because CallMiner promotes a culture of innovation internally and within their user network,” says Kyle Carter, VP of Creative Solutions at Zenylitics.
Eureka automates and streamlines the quality assurance (QA) process. Leveraging CallMiner’s Eureka platform, Zenylitics monitors 100% of their client’s agent/customer interactions, and provides automated scoring models along with manual call monitoring driven by exception reporting. Zenylitics uses this hybrid approach to provide interaction insights and unmatched first-line of defense monitoring for its clients.
“Our clients are looking for a cost effective, efficient solution when it comes to managing their speech analytics and quality assurance programs,” Carter says. “Most contact centers are monitoring less than 1% of their total interactions, which could expose them to liability. With CallMiner, they can objectively and consistently monitor all calls for individual agent behavior as well as trends. Our flexible billing and QA resource pricing can also help mid-size contact centers with cash flow and reducing fixed costs.”
“We are excited to announce our partnership with Zenylitics,” says CallMiner VP of Global Business Development, Tom Wendt. “Zenylitics provides a unique technology and services model that brings the power of enterprise-class speech analytics to small and midsized companies. Zenylitics has extensive experience in this industry and we look forward to working together.”
Zenylitics solves the most significant challenges with quality assurance programs in small-to medium-sized call centers. In the past, to survive growing compliance requirements and budgetary concerns, companies with smaller call centers either had to limit the scale of “first line of defense” monitoring, or invest heavily in technology and people. Zenylitics offers another alternative. The company leverages its years of experience and expertise to manage QA effectively and provide quality control on every communication a contact center has with its customers, at a low cost and without draining company resources. Zenylitics uses a combination of AI powered speech analytics and professional quality assurance agents to give clients “peace of mind” at a price that makes sense for their business.
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. callminer.com.
Media Contact: Maureen Szlemp | CallMiner Marketing Director | Maureen.firstname.lastname@example.org | 319-573-3312.Back to Press Releases