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News : Innovate Loan Servicing Selects CallMiner Speech Analytics to Improve Contact Center Efficiency

#contactcenterworld, @CallMiner

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.

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"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."

#contactcenterworld, @CallMiner

Posted by Veronica Silva Cusi, news correspondent
Source: https://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 - Do Your Agents Have All The Right Tools?

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

Published: Thursday, November 8, 2018

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2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 
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