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State Collection Service Implements CallMiner Eureka Speech Analytics for Even Stronger Quality Assurance and FDCPA Compliance

June 19, 2012

Leading Accounts Receivable Management Firm to automate agent quality and compliance monitoring processes to drive increased value to its clients.

MADISON, WI and FORT MYERS, FL — June 19, 2011 — CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers, and State Collection Service, a leader and innovator in the receivables management industry, announced today the deployment of CallMiner’s Eureka! contact center analytics solution.

State Collection Service will utilize Eureka to automate their quality management program, not only increasing quality assurance on 100% of calls, but also to support compliance with the U.S. Fair Debt Collection Practices Act (FDCPA) and related state laws.

State Collection Service, based in Madison, WI, provides quality early out and third party receivables solutions to countless healthcare organizations across the United States.

Tracy Dudek, Vice President of Operations at State Collection Service said, “We scoured the market to find a well-proven speech analytics solution that would drive the most value for us, and integrate easily into our IT environment. CallMiner had a great solution backed up by solid references in our market space. Eureka provides us with a basis of differentiation and helps us deliver a more compelling service to our clients.”

CallMiner’s President and CEO Terry Leahy said, “With the addition of State Collection Service, it’s clear that CallMiner is the overwhelming choice for contact center operators in the accounts receivable management (ARM) space.” About State Collection Service, Inc.

Since 1949, State Collection Service has provided quality collection service to countless healthcare organizations.

Through experience and innovation, State Collection Service has grown to become a tremendously credible and nationally-recognized collection agency offering services from pre-registration to bad debt. These many long-term partnerships are a tribute to our service, integrity, and results. .

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, please contact CallMiner at (781) 547-5666, or visit

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