Boston, MA and Miami, FL, USA, Oct. 1, 2019 -- CallMiner, a provider of speech and customer engagement analytics solutions, announced that it has expanded its partnership with Sitel Group, a customer experience (CX) management company, to further improve customer interactions with CallMiner’s artificial intelligence (AI)-based analytics platform, Eureka.
Sitel Insights, the group’s analytics and client insights experts, are leveraging Eureka Analyze and Coach to create insights from many of the interactions delivered each day by Sitel Group globally. Providing real-time analysis of this customer intelligence, Sitel Insights are harnessing this technology to improve customer experience.
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"There are insights waiting to be uncovered in every customer conversation. These can guide critical business decisions and a brand’s customer experience strategy. Loyalty may not begin in the contact center, but it can end there – and quite often, it does. Through leveraging customer data to derive these insights, Sitel is leading the industry in its ability to learn more about its customers than ever before and in turn, revolutionizing the customer experience," said Jeff Gallino, founder and CTO, CallMiner.
"In today's world, every contact a brand has with their customers counts," said Cris Kuehl, VP, Customer Analytics & Client Insights, Sitel Insights. "Our partnership with CallMiner allows our people to get closer to the conversation brands are having with their customers to provide insights into how they are performing and what is driving customer loyalty. These insights enable more strategic decisions that positively impact the employee experience, thus, the customer experience. With our implementation of CallMiner’s solution, we have the right operational cadence to make a sustainable impact and improve our client KPIs - and we’ve been successful in doing so across many of our strategic clients and their outsourcing partners."
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.
We are a global outsourcing provider of customer experience management with 150 offices across 25 countries and more than 75,000 associates speaking 48 languages. Our contact center associates deliver customer experiences every day. We are here to help you with any business process outsourcing needs you might have.
Published: Thursday, October 3, 2019
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