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January 09, 2013
FORT MYERS, FL – January 8, 2013 – CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers, received top ranks in customer satisfaction according to DMG Consulting’s Speech Analytics Vendor Satisfaction Analysis, highlighted in their 2012 -2013 Speech Analytics Product and Market Report. The survey examined customer satisfaction ratings across ten major satisfaction categories and was responded to by existing clients of speech analytics vendors including NICE, Verint, UTOPY, Nexidia, CallCopy, and CallMiner.
The categories included product, implementation, training, speech analytics workshops, ongoing service and maintenance, professional services, vendor innovation, responsiveness to product enhancement requests, product pricing, and overall satisfaction with the vendor. CallMiner scored a perfect 5.0 out of 5.0 on nine of these categories including overall vendor satisfaction and ranked second among vendors in the tenth category. CallMiner beat all other vendors in six categories.
“Taking top spot in customer satisfaction in this year’s DMG report is a testament to our commitment to ensuring our customers are achieving their expected return on their speech analytics investment” said Terry Leahy, CEO at CallMiner. “This honor is a perfect way to end a year of substantial growth. Our tagline, ‘Listen to your customers. Improve your business.’, applies equally to our software offering and to our own culture.”
About CallMiner 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, visit callminer.com or follow on Twitter @callminerBack 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.