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TCN, Inc., a provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced its integration partnership with CallMiner, a platform provider of speech and customer engagement analytics. Related Whitepapers TCN, Inc., a provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide, announced its integration partnership with CallMiner, a platform […]

One of the central parts of any business is customer service, and more and more companies are taking steps to bring a customer’s experience into the future. Inroads in the field of artificial intelligence are helping companies and consumers build better relationships while offering and receiving better service. In reality, however, only 50% of people […]

296   3   CallMiner, have announced the details of its hosted events and activities as an exhibitor at Customer Contact Week 2018. CallMiner will host a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception. The Master Class Workshop, […]

202   1   Filed under – Technology, CallMiner, Employee Engagement, Enghouse, EvaluAgent, GCI, IFS | mplsystems, Jabra, NewVoiceMedia, Plantronics, Puzzel, West UC Our panel of experts discuss how technology can be used to boost advisor engagement in the contact centre. 1. Self-Service can Remove Some Monotonous Call Types If a customer wants […]

Speech analytics is a relatively new frontier in the contact center technology market–but one that is quickly growing and gaining popularity. With speech analytics, contact centers get the ability to extract analytical data from customer conversations and turn them into practical information. This is crucial for organizations looking to take agent performance as well as […]

Jeff oversees research, language development, and future product direction. Gallino was President and CEO during CallMiner’s first five years. Jeff has more than 25 years of experience delivering complex software and hardware solutions to enterprise and government customers. Prior to founding CallMiner, Jeff worked at ThinkEngine Networks, Grant Thornton Consulting, and served for 11 years […]

#contactcenterworld, @CallMiner Waltham, MA, USA, May 29, 2018 — CallMiner, a platform provider of speech and customer engagement analytics, announced the latest release of its agent performance management platform, now branded Eureka Coach. Eureka Coach is a cloud-based portal that automates and accelerates performance feedback to contact center agents and supervisors based on objective scoring […]

Consumers gravitate towards a personal touch; it is the foundation of brand loyalty. But today, many customers find themselves increasingly working with artificial intelligence in place of real humans. The kicker is, many of us can’t even tell the difference. Get The Timeless Reading eBook in PDF Get the entire 10-part series on Timeless Reading […]

CallMiner, a platform provider of speech and customer engagement analytics, announced the latest release of its agent performance management platform, now branded Eureka Coach. Related Whitepapers CallMiner, a platform provider of speech and customer engagement analytics, announced the latest release of its agent performance management platform, now branded Eureka Coach. Eureka Coach is a cloud-based […]

and personalized accountability.” For more information about CallMiner Eureka engagement analytics and Coach, visit www.callminer.com/coach.

There’s a contradiction between consumer data and the consumer experience. Customers are increasingly paranoid about the security of their personal information when it’s in the hands of companies. However, companies need this information to provide customers with the streamlined and personalized experiences that consumers have come to expect. The marketing and sales sides of the […]

293   3   Frank Sherlock provides three emerging use cases that may help you to convert your contact centre into a predictions centre, for the whole business. 1. Use Artificial Intelligence (AI) and Machine Learning (ML) to discover trends AI and ML can be used to accelerate the finding of ‘patterns’ in the […]

103   2   CallMiner have announced 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 centre provider Five9, a CallMiner reseller. Sekure Merchant Solutions is a leader in […]

 Customer insight professionals charged with gaining a wider understanding of customers from the growing volumes of structured and unstructured data accruing in real time can benefit greatly from deep learning. Many organisations are sitting on a wealth of untapped data in the form of call centre recordings and customer emails that contain valuable insights into […]

FOR IMMEDIATE RELEASEVeridian Credit Union Implements CallMiner Eureka and myEureka Speech Analytics to Increase Member Satisfaction Veridian Credit Union Implements CallMiner Eureka and myEureka Speech Analytics to Increase Member SatisfactionSpeech analytics insights will drive operational efficiencies, improve quality of service, and increase sales performance to further strengthen member relationships. WALTHAM, MA – May 3, 2018 […]