 |
Home
Contact Us
Ask An Expert
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
Industry Awards
Industry Certification
For Your Center
Free Expert Advice Global Benchmarking Study Post your Jobs Industry Solutions Directory Intl. Contact Center Week Conferences & Events
Editorial Features
Articles & Papers Case Studies  Contact Center NewsCustomer Service Stories Contact Center Research Executive Interviews Outsource Rankings Today's Contact Center Tip Video Interviews Tools & Utilities
Advertiser Center Login Association Directory Corporate Center Login Experts Login Feeds for Your Website Find a Career Forums Glossary Hosted Demo Link to Us Online Store RSS Feeds Sponsorship Opportunities Submit Editorial Quick Solutions Finder  FEATURED SUPPLIERS
| |||||||||||||||||||||||||||||||||||||||||||||||||
CallMiner And Aspect Announce New Customer, Daimler Financial Services Fort Myers, Fla. - April 8, 2008 - CallMiner, a global provider of speech analytics, and the PerformanceEdge Group of Aspect Software, a global company focused on unified communications for the contact center, have been chosen by Daimler Financial Services Americas to monitor the quality, content, context, intention and outcome of contact center conversations. Implementation is scheduled to begin mid-Q2 2008 with an estimated go-live date of mid-Q3 2008.
"We chose CallMiner and Aspect(R) Quality Management™ because their solutions delivered the best method of improving the result of every contact center conversation," said Wes Bumgarner, collections and customer service manager of Daimler Financial Services Americas. "This intelligence will enable us to operate more efficiently across all aspects of our business while maximizing opportunities to increase revenues," said Paul Morack of ITM and Telecommunications at Daimler Financial Services Americas. CallMiner Eureka! provides speech analytics and the Aspect Quality Management piece of PerformanceEdge provides Daimler Financial Services with 100 percent call recording, quality monitoring and workforce coaching capabilities. Together, the platform allows Daimler Financial Services to accurately capture and analyze every conversation between its contact center agents and customers, enabling Daimler Financial Services to decrease collections write-offs and ensure agent compliance with scripted language for liability purposes. "Speech analytics coupled with quality management applications can bring real and measurable value to Daimler Financial Services," said Jeff Gallino, CallMiner CTO, chairman and co-founder. "The goal of implementing CallMiner Eureka! and Aspect’s PerformanceEdge is to help the company to gain productivity improvements." "We are providing Daimler Financial Services with the best possible applications to record, analyze and evaluate agent performance and capture real-time customer feedback, giving them insight to deliver a repeatable, best-in-class experience every time," said Brian Derr, vice president of quality management solutions for Aspect Software.
|
LATEST MEMBERS
|