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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 […]

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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 […]

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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, […]

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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 […]

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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 […]

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CallMiner Announces Final Agenda and Speakers for LISTEN 2018 – Leading Event for Customer Engagement Analytics Professionals

Three-day event gathers users and thought-leaders in AI-fueled Speech Analytics, Customer Engagement and CX to discuss best practices and case studies in extracting intelligence from customer interactions. WALTHAM, MA – September 25, 2018 – CallMiner, a leading platform provider of AI-fueled speech and customer engagement analytics, announced final keynote speakers and conference agenda for LISTEN […]

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Acoustic Anomaly or Troubling Trend?

Collector – September 2018 – Cover1 COLLECTOR 09.18 Industry News from ACA International Hitting a High N ote Insig h ACA ts and ex Inter & Ex natio perienc po in es n Nas al’s 201 pulled hvill fr 8 Co e. nven om tion 16 Celebrating ACA Award Winners 24 Meet Your 2018/19 Board […]

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Infographic: Avoidable consumer churn costing Brit businesses billions

New research reveals an accelerating switching epidemic that’s costing British businesses £25 billion per annum. The study, by CallMiner found that after price, the next three reasons to switch are all related to being treated unfairly. This is counter to the British sense of fair play and falls foul of a primary need neuroscientists say is […]

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Using Interaction Analytics To Push Agents To The Top Performance Stage

Both new and tenured supervisors and managers are eager to transform their staff into efficient workers who understand the business and how to drive revenue. To reach these lofty goals, these managers should understand how workers fit into the four “performance stages.” And they need to understand the tactics they can use to push staff […]

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Sitel Wins Implementation Award for CallMiner Technology

Speech Technology magazine recognizes Sitel’s implementation of speech analytics with early business results. Manila, Philippines — Sitel, the BPO subsidiary of Sitel Group, one of the world’s largest customer experience companies, was honored with the Implementation Award by Speech Technology magazine for achieving significant business benefits from its deployment of the CallMiner Eureka speech analytics solution […]

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What is Collection Analytics?

Debt collection companies are now turning to speech analytics in order to help them reduce delinquencies and mitigate losses allowing businesses to maximise their accounts receivable recovery. Collection analytics aids to understand customer preferences and behavior patterns, which in turn helps in developing better collection strategies. Collection strategies are primarily needed to improve productivity. It […]

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Perfecting Social Media Customer Care and 3 Big Mistakes to Avoid

Customers in 2018 expect immediate customer service via their preferred channel. This, of course, means readily available chat, email, or phone, but also social channels such as Twitter and Facebook. They want real two-way communication via these social channels, not auto-responses that don’t address the problem. These aren’t just platforms to share complaints and suggestions, […]

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White Paper: The CallMiner Index – Consumer switching by sector, the reasons and the impact of call centres

6th Aug 2018 67 Next 67     CallMiner surveyed 1,000 people to find out how/ why consumers contact suppliers and how they were feeling when they contacted. Read more to find out how the results uncovered a switching epidemic – and that call centres play a pivotal role. White Paper written by: […]

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12 Ways to Increase the Take-Up of Digital Channels

828     Our panel of experts share how they would increase take-up of digital channels, without forcing the customer’s hand. 1. Have a Clear Proposition There are many routes to increased digital engagement. Five immediate suggestions might include: Not over-promoting your voice channel Embedding self-service as part of your customer onboarding process […]

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Keep Your Call Centre At-Home Agents Focused

120     Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance. Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least […]

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CallMiner Introduces New Real-Time Analytics Client Service Platform – RTInsights

New interaction analytics modules will provide customer intelligence using the Eureka platform engine. Customer engagement and speech analytics platform provider CallMiner announced at Customer Contact Week 2018 that they are launching the new CallMiner Eureka platform and 5 new analytics modules: Analyze, Coach, API, Redact, and Alert. The modules are powered by the Eureka data […]

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Avoidable customer churn costs UK businesses £25 billion in lost revenue says new report

New research reveals that British businesses are driving customers away for completely avoidable reasons. And it’s costing them billions. In fact, a conservative estimate of the price of switching is £25.05 billion per annum. The report features survey responses from 1000 UK adults who had contacted a supplier in the last 12 months. Entitled the […]

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How SiriusXM Uses “Deep And Dirty” Customer Insights To Improve Its CX

If you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix any problems – you need to dig deeper. You need a robust, ever-evolving analytics program. SiriusXM is fervently committed to […]

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From Collector: Achievement Unlocked

Corporate gamification tools are designed to solve a very basic problem: How can you take something that’s typically pretty boring and repetitive, like compliance training, and make it engaging and fun? Games are not a new concept in the accounts receivable management industry—agencies have been using contests to motivate collectors for decades. But today’s technology […]

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