News : Inbound Call Experts, LLC to Deploy CallMiner Speech Analytics
Boston, MA, April 24, 2014 -- Inbound Call Experts, LLC, (ICE) a provider in technology services and software support and CallMiner, a market provider in speech and voice of the customer analytics solutions for contact centers, announce that ICE will implement CallMiner Eureka, a speech analytics solution for improving contact center performance. In addition, ICE will also utilize CallMiner Redactor as an additional tool to maintain PCI compliance.
With the help of CallMiner Eureka, ICE plans to roll out a new quality management program for its agents. By monitoring and scoring 100% of phone calls, ICE will maintain high standards and agent quality while also improving call center operations. By delivering timely performance feedback directly to agents, CallMiner Eureka will enable ICE to train its representatives to solve problems faster and more efficiently while ensuring a high level of service for its customers.
"We chose CallMiner to help us take our company to the highest levels of customer retention and satisfaction. Their technology will increase customer satisfaction by putting a premium on quality assurance across all departments while making training and implementation much more efficient." said Paul Herdsman, COO and Co-Founder of Inbound Call Experts.
"Inbound Call Experts fully embraces the idea of maintaining a high level of contact center performance and customer service using speech analytics," said Terry Leahy, Chief Executive Officer at CallMiner. "I have no doubt that they will take full advantage of the technology to build an effective quality management program."
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.
About Inbound Call Experts, LLC:
Inbound Call Experts, LLC, (ICE) is a technology services and software support company.
Published: Friday, April 25, 2014