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November 07, 2018
100% monitoring of contact center calls also increases compliance coverage
WALTHAM, MA – Nov 7, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that Innovate Loan Servicing has implemented CallMiner Eureka as its speech analytics platform to drive efficiency within its contact center and improve its collector effectiveness.
Innovate Loan Servicing acquires and services portfolios of subprime auto contracts for both themselves and for customers with a focus on providing personalized loan servicing attention for a smooth transition to their platform. In order to uphold their reputation for quality service, Innovate began searching for a speech analytics solution to monitor their contact center for compliance issues to ensure they were doing the right thing for their clients and customers.
Once discussions started with CallMiner, Innovate discovered that speech analytics use cases went well beyond compliance and could provide significant return on investment in contact center efficiency and collector effectiveness.
“The CallMiner Test Drive process is a very effective tool to help you understand where you are in terms of efficiency and demonstrate the power and usability of the solution,” said Tom Schwartz, Chief Risk and Information Officer for Innovate Loan Servicing. “In a matter of weeks, we were able to go from initial discussions to preliminary results with the data being quickly configured to start talking about potential use cases and ROI calculations.”
Innovate is implementing the Eureka Analyze and Coach modules, both powered by the CallMiner Eureka analytics platform. Analyze will provide post-contact call scoring with compliance monitoring and Coach will provide customized supervisor and agent dashboards with targeted coaching to improve agent efficiency and effectiveness.
“We looked at a number of solutions that were technically sophisticated, but none of them had the ease of use and configuration flexibility of CallMiner Eureka,” Schwartz added.
Innovate will kick off their speech analytics program with a 6-month roadmap that includes established goals and ROI targets based off of use cases they developed using the Eureka Playbooks and resources from the CallMiner user community, Engagement Optimization.
“We are thrilled that Innovate Auto Finance recognized the emphasis we place on speed to value in implementing a speech analytics program and collaboration in developing ROI targets,” said Paul Bernard, CallMiner President and CEO. “We look forward to supporting Innovate Auto’s success in improving their contact center efficiency and collections effectiveness, all while increasing their compliance monitoring coverage.”
About Innovate Loan Servicing Founded in 2009, Innovate Loan Servicing (commonly known as Innovate Auto Finance) provides liquidity solutions to both franchised and independent dealers, as well as finance companies, through bulk portfolio acquisitions. The Innovate Companies, which include Loan Portfolio Servicing and Caprock Remarketing, provide servicing, back-up servicing and custodial services for loan, lease and consumer finance portfolios.
Since its inception, Innovate has purchased more than $750 million of auto finance receivables and serviced over $1 billion in loan and lease receivables. For more information, visit www.theinnovatecompanies.com.
About CallMiner CallMiner empowers organizations of any size to extract and take action on intelligence from customer interactions for improving customer experience, sales, marketing, and compliance, as well as agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018. callminer.com.
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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.