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CallMiner Recognizes Customer Achievements in Conversation Intelligence at Annual Conference

November 29, 2023

UCHealth, eBay, DIRECTV, ALSAC/St. Jude, NTT DATA and other leading organizations leverage CallMiner to transform contact center efficiency and customer experience

CallMiner, the leading provider of conversation intelligence to drive business performance improvement, announced the winners of the 2023 LISTEN Awards at its annual user conference, LISTEN 2023. The CallMiner LISTEN Awards honor customers and partners for their use of CallMiner’s conversation intelligence platform, driving improvements in the contact center, customer experience and enterprise-wide results. This year, CallMiner recognized 12 organizations, teams and individuals across 10 categories.

“I am continually impressed by the innovation and commitment of every CallMiner customer in making conversation intelligence a business-critical initiative within their organizations,” said Jeff Gallino, CEO and co-founder, CallMiner. “From departmental leadership within their own companies to revolutionizing entire industries, I am proud to recognize so many of our exceptional customers and partners at this year’s CallMiner LISTEN Awards. They are setting a high bar for contact center and customer experience excellence, and I look forward to everything they are still working to accomplish.”

2023 LISTEN Award Winners:

Customer-Focused Partner of the Year: The BPO Division of NTT DATA is a leading managed service provider with a strong commitment to innovation and research, meeting evolving customer needs. Through its comprehensive approach and adoption of the CallMiner platform, NTT DATA has extended conversation intelligence across the organization and has set it apart in the industry.

Business Impact Partner of the Year: Radius Global Solutions has transformed the way it serves clients across numerous lines of business. This includes the creation of a Center of Excellence to improve technology adoption, communication and collaboration, and ultimately increase the organizational impact of the CallMiner platform.

BPO Partner of the Year: Radial continues to revolutionize the business process outsourcing (BPO) industry, focusing on new ways to innovate internally at their company and for their clients. The Radial team has experienced significant value with the CallMiner platform and product suite, and continues to be a collaborative partner whose contributions and effort advances our joint offerings.

Customer of the Year: UCHealth is disrupting and reinventing healthcare, most notably in virtual health, as well as patient access and engagement. Beyond its use of the CallMiner platform to enhance contact center efficiency, UCHealth goes above and beyond as a true CallMiner champion and partner. Through joint efforts in the Patient Access Collaborative and their own Innovation Center, UCHealth is using CallMiner to benefit its patients and the entire healthcare community.

Innovator of the Year: Delivering a superior marketplace experience for its buyers and sellers is a top priority for eBay. With the CallMiner platform, eBay has embraced artificial intelligence (AI), analytics, and natural-language processing to uncover customer insights, reduce customers’ need for help, and drive greater loyalty and satisfaction.

Coaches of the Year: DIRECTV’s strong focus on exceptional customer experience has made it a leader in pay TV. With the CallMiner platform, DIRECTV is not only able to predict customer satisfaction in real-time, they use those insights to empower agents to learn and improve from every interaction.

Impact Customer of the Year: DIRECTV's focus on smart technology investments has enabled them to center around driving brand awareness, customer retention and loyalty, and market share. By embracing the power of conversation intelligence with CallMiner, DIRECTV has been able to impact nearly every aspect of their business, from operational efficiency and sales effectiveness to fraud and risk prevention.

Rookie of the Year: At Southeast Toyota Finance, Fabiola Zane has embraced her new role as lead analyst. Through every challenge and opportunity, Zane is and has remained dedicated and determined to leverage the power of CallMiner and conversation intelligence, and drive value across her organization.

Teamwork Award: ALSAC, the fundraising and awareness organization for St. Jude Children’s Research Hospital, is focused on raising the funds necessary to run St. Jude. With the CallMiner platform and cross-functional collaboration, the ALSAC team has embraced a world-class quality assurance automation program to improve donor experience, operational efficiency and overall business results tied to the St. Jude mission.

Individual Contributors of the Year:

  • Bryan Baldasaro, UCHealthBryan Baldasaro’s experience as a senior training quality analyst, as well as a business analyst, made him uniquely positioned to perform a highly sophisticated Microsoft Azure Speech to Text (STT) analysis, leading to significant value and insight for UCHealth. Baldasaro’s confidence and contributions have helped make conversation intelligence a critical UCHealth technology investment.
  • Alice Edmonson, KaplanAlice Edmonson has taken on multiple roles at global educational services provider Kaplan to ensure the success of the company’s conversation intelligence program. As both program manager and primary analyst, she is responsible for maintaining rollout plans and content development related to CallMiner. Edmonson also manages cross-department requests and priorities to drive value and alignment with Kaplan’s corporate strategy.
  • Natasha Pierre-Louis, ProgynyNatasha Pierre-Louis plays a critical role at Progyny as a speech analyst and conversation intelligence leader dedicated to ensuring member satisfaction and streamlined support. Recently, she led the deployment of CallMiner RealTime, allowing the team to continuously find ways to further enhance member services, automate their Quality Assurance program and ensure that 100% of engagements are evaluated to meet the needs of Progyny's growing and diverse member population. Pierre-Louis’ efforts have had a lasting impact on the value Progyny brings to its members, providing a best in class member experience as they embark on their unique paths to parenthood.

“Customer success is a core CallMiner value, and our team works relentlessly to ensure customers and partners experience benefits from the CallMiner platform that are most meaningful to their organizations,” said Jonathan Ranger, Chief Customer Officer, CallMiner. “Congratulations to all the 2023 LISTEN Award winners, both teams and individuals, who are taking conversation intelligence to the next level through strategic alignment across their internal departments and externally with the CallMiner team.”

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