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News : New CallMiner Customer Experience Solution Pack Speeds CX Insight from Unsolicited Feedback

#contactcenterworld, @CallMiner

Waltham, MA, USA, March 6, 2019 -- CallMiner, a provider of speech and customer engagement analytics platform, Eureka, announced the launch of a CX Solution Pack for enhanced customer experience insights both within and beyond the contact center. The Pack provides a continuous flow of CX insights captured during every engagement. This  data informs and directs customer experience professionals and contact center managers at every point of the customer journey.


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"The ability to capture the drivers of key CX moments of truth from every contact center conversation enables a new level of customer experience awareness," said Paul Bernard, CallMiner President and CEO. "The CX Solution Pack provides contact center managers and CX Pros with velocity to CX vision with unsolicited feedback from the voice of your customer as well as how frontline employees represent the brand."

According to a report written by Faith Adams and Arielle Trzcinski of Forrester Research, "Advanced programs expand data sources and analysis to prove value …. Collect and analyze both unsolicited and unstructured feedback. Unstructured feedback can come from surveys, customer emails, phone calls, chats, and search terms."

#contactcenterworld, @CallMiner

Posted by Veronica Silva Cusi, news correspondent
Source: http://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 - Every Contact Counts

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

Published: Friday, March 8, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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