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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.

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"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 - Train In Sensitivity

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

Published: Wednesday, September 16, 2020

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2020 Buyers Guide Recording

 
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.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

5.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

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