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CallMiner Revs Up Its Engine, Helps CX Industry Learn & Share

By Paula Bernier June 30, 2016

At Call Center Week, CallMiner, which provides speech analytics for call centers, revealed a new and improved speech recognition engine. The company plans to make it available across all its platforms starting in mid-July.

In an interview with me at the event this week in Las Vegas, Scott Kendrick, CallMiner vice president of marketing, explained that the new speech recognition engine is more accurate and faster than the previous solution it offered on this front. It can ingest information more quickly. It also is more accurate in handling lower quality audio. And it doesn’t require aliasing (which means looking at different ways to spell a word), as did the previous speech recognition engine, Kendrick explained.

In other recent news from the company, earlier this month CallMiner formally announced EngagementOptimization.com. This is a community for customer experience professionals. At EngagementOptimization.com, CX types can read blogs; access other educational materials about analytics, customer engagement and the entire customer journey; and network, share ideas, ask questions of, and suggest solutions for their peers in communications forums.

“Based on advice from our peers on the [EngagementOptimization.com] community, we have created an interaction analytics coaching team,” said Rick Britt, director of consumer data management and strategy at Encore Capital Group. “Since its inception in February, this team has been responsible for an increase in account conversion rate by more than 7 percent. This is a substantial win for us, all from a great idea which we probably would not have developed so quickly on our own.”

CallMiner’s customers come from a variety of verticals. Financial services and collections are its largest vertical and subset. For example, CallMiner provides solutions for the U.S. division of the Spanish bank Santander. The division deals in auto finance; CallMiner helps with its collections and the loan processing part of the business. Initially this customer tapped CallMiner for post-call analytics. Now, however, it is the first customer of EurekaLive, which does real-time monitoring of call center calls, with the ability for call center managers to listen in and take action when they deem it appropriate. That can be very helpful if, for example, a contact center manager hears a caller expressing discontent.

CallMiner has also seen good success with BPOs and in the health care, hospitality and utilities industries. For example, Bluegreen Vacations leverages the company’s solutions to score agent performance to improve quality, and to measure and improve customer satisfaction.

 “In this evolution of customer experience,” says Kendrick, “analytics is a must.”




Edited by Alicia Young

Executive Editor, TMC

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