Waltham, MA, USA, Nov 7, 2018 -- CallMiner, a platform provider of speech and customer engagement analytics, announced that Innovate Loan Servicing has implemented CallMiner Eureka as its speech analytics platform to drive efficiency within its contact center and improve its collector effectiveness.
Innovate Loan Servicing acquires and services portfolios of subprime auto contracts for both themselves and for customers with a focus on providing personalized loan servicing attention for a smooth transition to their platform. Innovate began searching for a speech analytics solution to monitor their contact center for compliance issues to ensure they were doing the right thing for their clients and customers.
Once discussions started with CallMiner, Innovate discovered that speech analytics use cases went well beyond compliance and could provide significant return on investment in contact center efficiency and collector effectiveness.
"The CallMiner Test Drive process is a very effective tool to help you understand where you are in terms of efficiency and demonstrate the power and usability of the solution," said Tom Schwartz, Chief Risk and Information Officer for Innovate Loan Servicing. "In a matter of weeks, we were able to go from initial discussions to preliminary results with the data being quickly configured to start talking about potential use cases and ROI calculations."
Innovate is implementing the Eureka Analyze and Coach modules, both powered by the CallMiner Eureka analytics platform. Analyze will provide post-contact call scoring with compliance monitoring and Coach will provide customized supervisor and agent dashboards with targeted coaching to improve agent efficiency and effectiveness.
"We looked at a number of solutions that were technically sophisticated, but none of them had the ease of use and configuration flexibility of CallMiner Eureka," Schwartz added.
"We are thrilled that Innovate Auto Finance recognized the emphasis we place on speed to value in implementing a speech analytics program and collaboration in developing ROI targets," said Paul Bernard, CallMiner President and CEO. "We look forward to supporting Innovate Auto’s success in improving their contact center efficiency and collections effectiveness, all while increasing their compliance monitoring coverage."
Posted by Veronica Silva Cusi, news correspondent
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: Thursday, November 8, 2018
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