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News : CallMiner Launches Maturity Model for Implementing and Operationalizing Speech and Interaction Analytics

#contactcenterworld, @CallMiner

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."

#contactcenterworld, @CallMiner

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About CallMiner:
Company LogoCallMiner 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.
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Today's Tip of the Day - Cultural More Than Technical

Read today's tip or listen to it on podcast.

Published: Wednesday, September 16, 2020

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
PH: 1-720-362-5005
 

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