CallMiner Eureka Platform
Analyze customer interactions at the deepest levels to gain insight.
May 15, 2018
Success in sales performance and contact center efficiency fuel early results.
LA JOLLA, CA – May 15, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today at Five9 CX Summit that Sekure Merchant Solutions is seeing early success in its implementation of CallMiner Eureka as its speech and engagement analytics solution. CallMiner Eureka is provided to Sekure Merchant Solutions through their cloud contact center provider Five9, a CallMiner reseller.
Sekure Merchant Solutions is a leader in credit card processing sales, service, and support. They sought to improve quality management and sales effectiveness, as well as decrease agent attrition within their contact center with speech analytics. After reviewing vendor options, Sekure engaged in a free Test Drive with CallMiner via Five9 to understand the insights they could uncover with CallMiner Eureka. The Test Drive revealed how agents were handling sales pitches and rebuttals. Automated scoring also identified and prioritized opportunities for agent training.
“In the first two months of production use across multiple sales campaigns, we have increased our same-week lead to sale conversion by 30-55% directly as a result of CallMiner Eureka scores,” said Matt Coffey, General Manager of Technical Projects. “We have also identified tens of thousands of highly valuable mis-dispositioned leads that were essentially being removed from our lead pool and revenue stream. We’ve been very pleased to already see a return on our speech analytics investment this quick.”
Sekure Merchant Solutions selected CallMiner Eureka for the data-driven insight available from 100% monitoring of agent interactions for automated quality management and sales training. Eureka will help Sekure Merchant Solutions identify opportunities to increase contact center efficiency by uncovering excessive silence, reducing manual call categorization, and tracking barriers to first call resolution. For sales conversions, Eureka will measure the effectiveness of sales pitches, analyze when agents are selling and the result, and monitor behaviors in missed sales conversions.
“More organizations today are realizing that data-driven analysis derived from customer interactions is a fast path for revenue generating action as well as contact center optimization,” said Paul Bernard, CallMiner CEO. “Sekure Merchant Solutions’ use of CallMiner Eureka embraces these benefits with their payment processing innovation driving sales results with enhanced quality management.”
“Our partnership with CallMiner offers industry-leading speech analytics to joint users,” said Walt Rossi, VP Business Development, Five9. “The ability to acquire rich interaction intelligence within the Five9 platform empowers organizations of all sizes to effectively improve customer experiences, optimize efficiencies, and encourage sales, support and compliance results.”
CallMiner is a Gold sponsor of Five9 Summit and will be hosting a roundtable lunch on May 15th at 12:00 to discuss how people and process ignite ROI with speech analytics technology, as well as a breakout session titled Automating Agent Performance through Analytics to Optimize the Customer Experience on May 15th at 1:00. Please join the sessions or visit the CallMiner booth to learn more about customer success with speech analytics.
About Sekure Merchant Solutions Providing debit and credit card processing solutions since 2006, Sekure Merchant Solutions has an excellent support staff available to assist you. Accepting credit and debit is a necessity in today’s business environment and a very important aspect of your business. Electronic payments already make up the majority of consumer spending and are increasing at a rapid rate. We understand the importance of having nothing but the best in customer support and service for any need or question you may have, big or small. Our integration team is available for all your POS and terminal needs, whether its reprogramming equipment, assisting in updates or transaction inquiries. www.sekuremerchants.com.
About Five9 Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences.
About CallMiner 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.
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