CallMiner Launches Maturity Model for Implementing and Operationalizing Speech and Interaction Analytics
Waltham, MA, USA, Sept. 14, 2020 -- CallMiner, a provider of speech and customer interaction analytics, announced the release of the CallMiner Continuum Maturity Model, a framework that helps organizations assess their use of engagement analytics internally and identify the necessary steps to maximize ROI and drive transformational enterprise value.
Continuum offers an objective perspective of each organization’s current maturity level and a guide to improve maturity across people, process and technology. The model, which is based upon nearly two decades of operational expertise and experience, is conducted by CallMiner experts with key stakeholders from each organization’s speech and engagement analytics team. The assessment identifies strengths and opportunities across an organization’s team, talent, data strategy, process, governance, and executive oversight.
"The most valuable speech and interaction analytics programs are operationalized across the business and leverage customer insights to make smarter and more strategic business decisions," said Adam Walton, Chief Operating Officer and Head of Customer Success at CallMiner. "The Continuum Maturity Model is the first framework that identifies the critical steps to elevate a speech analytics program to drive transformational business process improvement and bottom-line value. The model provides a clear roadmap for users to improve overtime and achieve near- and long-term results."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Wednesday, September 16, 2020
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