News : CallMiner Launches Speech Analytics Results Assurance Program
Boston, MA Sept 4, 2014 -- CallMiner, a provider in speech and voice of the customer analytics solutions for contact centers, announces the introduction of CallMiner RPM, a speech analytics results assurance program. As a part of the program CallMiner is also unveiling CallMiner IQ, a speech analytics proprietary performance score for contact centers.
With CallMiner RPM, qualified customers will have their subscription and services prices adjusted based on the achievement of specific benchmarks and improvements in key performance metrics.
The multi-step results assurance program is designed to help customers achieve quick wins and targeted returns with speech analytics. The CallMiner solutions team identifies opportunities for improvement based on a sample of recorded customer calls and interactions analyzed during the free speech analytics test drive. Once the software is deployed, CallMiner business intelligence analysts work alongside customer teams to achieve the targeted results.
CallMiner is also unveiling CallMiner IQ, a new performance benchmark for contact centers. Improvement in CallMiner IQ is one of the performance metrics customers can choose as part of the CallMiner RPM program. This singular grade is comprised of a proprietary set of analytics measures, tailored to specific industries. All new customers will be able to access their CallMiner IQ score, as well as compare their score to a benchmark of other CallMiner customers in that same industry.
Posted by Veronica Silva Cusi, news correspondent
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CallMiner is a provider of enterprise speech analytics. CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
Published: Friday, September 5, 2014
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