Our Company

How AI Will Change the Nature of Contact Center Work

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction. Or that senior executives are enthralled with the possibilities for enhancing products and services, automating routine tasks and improving decision-making. While organizations forge ahead with plans […]

Read More

A Crash Course in Speech Analytics: How It Works, Why You Should Use It

Kindra Cooper CCW Digital Modern-day speech analytics tools are invalidating the one safeguard we had against robots taking over the world: the notion that machines can’t understand feelings. Emotionally intelligent AI analyzes customer sentiment to tell you whether you’re providing the best customer experience, but its use cases extend far beyond flagging calls as ‘good’ or […]

Read More

CallMiner Recognizes Customer Achievements at LISTEN 2018 and Completes a Successful 10th Annual Customer Conference

Annual user conference highlights customer engagement analytics use cases and provides education and networking opportunities for attendees. CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that it honored three customers with LISTEN Awards for their achievements in speech analytics success at its annual user conference held October 23-25.  LISTEN […]

Read More

Innovate Loan Servicing Selects CallMiner Speech Analytics to Improve Contact Center Efficiency and Collector Effectiveness

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 […]

Read More

The Importance of Listening to Customers [Infographic]

  Your customers have high expectations of the companies they choose to patronize. And as it turns out, only one instance of missed expectations can make customers change providers for what they perceive to be a better opportunity. In fact, according to a recent study, 82% of customers surveyed said they would switch to a […]

Read More

Ventana Research Announces 2018 Digital Innovation Awards Finalists

Advisory and Market Research firm highlights 27 finalists as Digitally Innovative BEND, OR, October 31, 2018 /24-7PressRelease/ — Ventana Research today announced the finalists of the 2018 Ventana Research Digital Innovation Awards. The Digital Innovation Awards recognize technology providers that have introduced noteworthy innovations in technology that advance business and IT. They showcase advances in […]

Read More

Dynamic Recovery Solutions Implements CallMiner Speech Analytics to Offer Tailored Coaching to Contact Center Staff

Improved agent performance to bring operational efficiency gains to Dynamic Recovery Solutions and its clients. WALTHAM, MA – October 30, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announces that Dynamic Recovery Solutions has selected CallMiner as its speech and engagement analytics solution to bring greater operational efficiency to […]

Read More

CallMiner Introduces Eureka Alert

CallMiner has introduced Eureka Alert, a new real-time speech analytics module that brings together AI-powered automated transcription, redaction, and alerting to deliver real-time direction to contact center agents and supervisors with an eye on driving specific outcomes during a call or alerting management to issues.Alert leverages the Eureka platform’s data processing engine and is an […]

Read More

CallMiner Updates Real-Time Speech Analytics Platform – Improving Scalability, Speed to Insight, and Integration with Existing Agent Desktops and Workflows

Eureka Alert Provides Next Generation Automated Monitoring, Redaction, & Alerting Clearwater, FL – October 25, 2018 – CallMiner, a leading platform provider of award-winning speech and customer engagement analytics, demonstrated its updated real-time speech analytics module, Eureka Alert, at the 10th annual LISTEN customer conference.  Eureka Alert combines AI-driven automated transcription, redaction, and alerting to […]

Read More

When Speech Analytics Makes Gibberish Useful

If you believe the vendors, speech transcription had significant strides and now provides human-level accuracy. I’ve evaluated the major speech analytics systems for years now and I’ve yet to see any system that consistently performs at human level. However, in most cases you don’t need human-level accuracy to provide a lot of value. Let’s take […]

Read More

Customer Service Can Make or Break a Company's Reputation

For as much as you hear customer service horror stories, according to an August 2018 survey by call center tech provider Genesys, 94% of US internet users considered their last customer service experience to be positive. Additionally, three-fourths thought that a human provides the best customer service, though roughly the same number (76%) would like […]

Read More

Exploring Compliance Regulations And The Role Of Speech Analytics

Exploring Compliance Regulations And The Role Of Speech Analytics by Scott Kendrick, VP Marketing, CallMiner – October 23, 2018 Exploring Compliance Regulations and the Role of Speech Analytics by Scott Kendrick, VP of Marketing at CallMiner Taking risks in business involves looking at the potential reward, and then judging if you can pull it off. […]

Read More

Cabot Credit Management and CallMiner Win ‘Best Use of Technology’ Award at the Credit Excellence Awards 2018

Cabot uses CallMiner Eureka speech analytics platform to provide real-time insight and guidance to agents to deliver better outcomes for every customer on every call Waltham, MA, Oct 23, 2018  –  CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today that its customer, Cabot Credit Management (Cabot), has won the ‘Best […]

Read More

Why You Should Pay Attention to AI in the Contact Center

Artificial intelligence (AI) is one of today’s most widely discussed technology topics. In fact, many of my conversations at Salesforce.com’s Dreamforce user conference in September included AI as a discussion topic, which I documented in a related post. Despite a wealth of conversations, events, and research on the topic, buyers and even some technology providers […]

Read More

CallMiner and Medallia Join Forces to Improve Customer Experience

CallMiner, a provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The partnership combines CallMiner’s contact center engagement analytics with analytics from Medallia’s feedback solutions to provide VoC insight within a cloud-based integrated offering. CallMiner’s conversational analytics platform, Eureka, is designed to monitor […]

Read More

CallMiner and Medallia Partner to Empower Voice of the Customer Insights with Direct and Indirect Feedback

CallMiner, provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The new partnership combines CallMiner’s contact center engagement analytics with analytics from Medallia’s feedback solutions to provide comprehensive Voice of the Customer (VOC) insight within a cloud-based integrated offering.CallMiner Eureka conversational analytics […]

Read More

Ember and CallMiner automate quality management at VitalityHealth – a leading insurer

Ember’s managed analytics solution, powered by CallMiner, offers swift ROI and enables continuous improvement Customer engagement consultants Ember and award-winning speech analytics solutions provider CallMiner are working together to help leading health insurer VitalityHealth maintain its high standards of contact centre service. Ember has deployed the CallMiner Eureka analytics platform, on a fully managed basis, […]

Read More

CallMiner and Medallia Announce Partnership to Empower Voice of the Customer Insights with Direct and Indirect Feedback

Partnership combines CallMiner contact center engagement analytics with Medallia’s solicited feedback data. WALTHAM, MA – Oct 9, 2018 – CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced today a partnership with Medallia, the leader in Customer Experience Management cloud technology. The new partnership pairs CallMiner’s contact center engagement analytics with […]

Read More

New research finds not valuing customers leads to $136 billion switching epidemic

Communications suppliers, banks and property insurance lead customer churn risk in the CallMiner Index Waltham, MA, September 27, 2018 – New research released today by CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when […]

Read More