CallMiner, the leading provider of artificial intelligence-fueled speech and customer interaction analytics, announced a partnership with NTT TechnoCross to provide speech analytics in Japan. CallMiner will use the NTT speech to text transcription engine to enable analytics for Japanese speakers within the CallMiner Eureka platform. Behavioral insight will be integrated within the NTT-TX ForeSight Voice Mining user interface for agent quality management and customer experience optimization.
The NTT-TX ForeSight Voice Mining solution captures audio from contact center conversations and applies analytics for agent performance and customer experience optimization. The CallMiner Eureka platform will enhance ForeSight intelligence with behavioral insight from the voice of the customer and with rich data supported details on how agents engage with customers.
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“NTT-TX customers rely on ForeSight Voice Mining real-time and custom-tuned capability to improve the response quality of agents at contact centers,” said Hidetoshi Seki, Senior Vice President of Global Business Strategy at NTT-TX. “Our integration with CallMiner enables our customers to take advantage of our highly accurate speech to text transcription, with a layer of enhanced speech analytics to more effectively optimize agent performance.”
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CallMiner Eureka’s conversational analytics reveals ease, effectiveness, and emotional insight from every contact center interaction between customers and agents. Automated scoring delivers an ongoing pulse of unsolicited customer feedback, along with conversational insight benchmarking how agents shape the brand experience.
“CallMiner’s partnership with NTT-TX enables organizations in Japan and those supporting Japanese speakers to take advantage of proven, data-supported speech analytics to improve agent performance,” said Jeff Gallino, founder and chief technology officer at CallMiner. “CallMiner’s expanding global presence, supported by NTT-TX Japanese support, empowers a growing list of organizations around the globe with unique conversational insight to more effectively optimize agent performance and enhance customer experience.”
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