CallMiner

CallMiner, the leading provider of speech and customer interaction analytics, announced that African Bank has selected the CallMiner Eureka platform to better extract and operationalize insights from voice-based customer interactions. “With CallMiner, we will be able to create an even stronger customer experience by analyzing what our customers need, how they feel, and what we need to do, to deliver exceptional value and service,” said Basani Maluleke, CEO of African Bank. “African Bank is fast becoming a pioneering…

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…

CallMiner, the leading provider of speech and customer interaction analytics, announced the release of the CallMiner Continuum Maturity Model, a first-of-its-kind framework that helps organizations assess their use of engagement analytics internally and identify the necessary steps to maximize ROI and drive transformational enterprise value. Continuum offers an objective perspective of each organization’s current maturity level and a guide to improve maturity across people, processs and technology. The model, which is…

Partnership Elevates CX and Quality Management by Automating Actions based on Conversational Insight CallMiner, the leading provider of artificial intelligence-fueled speech and customer interaction analytics, announced today a partnership with Intradiem, the only workforce automation solution that delivers guaranteed results while improving both agent engagement and the customer experience. The new partnership enables contact centers to raise the bar for customer satisfaction and agent quality management by automatically…

Only 16% of consumers said brands handled call volumes and service requests exceptionally well, according to new CallMiner study CallMiner, the leading provider of speech and customer engagement interaction analytics, released a new research study – Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned. The study uncovers how brands responded to the pandemic, the ongoing impact on customer preferences and behavior, and how organizations can leverage newly gained insights…

Interactive event will feature industry experts on customer engagement trends, contact center agility, behavioral intelligence and more CallMiner, the leading provider of speech and customer engagement interaction analytics, announced the details for its virtual Customer Engagement Transformation Exchange (CETX), which will be held virtually between Aug. 18 – 19. This year’s host is Shep Hyken, a customer service and experience expert and a New York Times and Wall Street Journal bestselling author. Hyken partners with…

User-friendly Illuminate feature leverages machine learning to quickly and easily extract insights, intelligence and meaning from customer interactions CallMiner, the leading provider of speech and customer engagement interaction analytics, announced Illuminate, a new AI-driven search feature that makes it quick and easy for brands to discover, extract and act on insights from voice and text interactions with customers. “Illuminate is, in simplest terms, a time saver. The frustrating hours or days of imagining how agents…

Tech marketing veteran joins CallMiner to help organizations accelerate business performance improvement fueled by customer interaction analytics CallMiner, the leading provider of artificial intelligence-fueled speech and customer interaction analytics, has appointed Eric Williamson as Chief Marketing Officer. Williamson will lead CallMiner’s global marketing strategy, with a focus on positioning the company as the industry’s number one platform for extracting and operationalizing customer insights to drive…

Poor service and emotional factors force customers to churn, costing U.S. providers an estimated $168 billion per year Despite the proliferation of self-service options, phone-based customer support remains the most popular and critical customer service channel for brands, according to the 2020 CallMiner Churn Index, which was released. CallMiner found that consumer reliance on phone-based customer support increased by 17% since 2018. The stakes are also higher: Nearly three-quarters of consumers surveyed will switch…

CallMiner Analytics Rapid Evaluation (C.A.R.E) assessment analyzes contact center data to uncover shareable insight on how COVID-19 is impacting business operations CallMiner, the leading provider of artificial intelligence (AI)-fueled speech and customer interaction analytics, announced the launch of its CallMiner Analytics Rapid Evaluation (C.A.R.E) assessment, which provides an automated snapshot of how the coronavirus is impacting an organization through voice of the customer and work-from-home voice of the employee…

Engagement Optimization community ignites crowdsourced support and innovation for COVID-19 contact centre impact A growing number of CallMiner customers – which include some of the world’s largest brands, financial institutions, communications companies, and business process outsourcers – are actively working together to develop and share resources and best practices for managing operations and solving COVID-19-related concerns in the contact centre. Marketing Technology News: Voxnest And Its Podcast Platform Spreaker…

New customers, funding and top customer satisfaction set the stage for another decade of growth, innovation and market leadership CallMiner, the leading provider of artificial intelligence (AI)-fueled speech and customer interaction analytics, has recorded another strong year of growth amidst growing demand for its technology worldwide. In the fiscal year ending Dec. 31, 2019, the company closed a $75 million investment from Goldman Sachs, and reported a three-year compound annual growth rate (CAGR) of 30%. Marketing…

Sitel Group has found that more than four in five Americans think brands could do more to prevent customer service fraud and one in four don't trust that brands are handling their personal information securely Half (46%) of Americans admit they have been a victim of fraud, but nearly all (92%) think the risk of fraud is increasing in our day-to-day activities. Even more concerning, nearly one third (31%) have actually felt at risk for fraud when contacting a brand's customer service department, and 47% said it was because…

Tell us about your role and the team/technology you handle at CallMiner. As Co-Founder and CTO at CallMiner, I oversee all aspects of the team’s vision and development of our SaaS-based customer engagement and speech analytics platform and product suite, Eureka. All seven of our product solutions—Analyze, Coach, Capture, Alert, Visualize, Redact and API—work interchangeably by leveraging Artificial Intelligence (AI) and Machine Learning (ML) to analyze both ends of each customer interaction and drive customer experience…

Partnership to drive successful deployment of AI across enterprises to enhance customer experience DataRobot, the leader in enterprise AI, and CallMiner, the leading provider of AI-fueled speech and customer engagement analytics solutions, announced a partnership designed to accelerate AI capabilities within the contact and customer experience center. Through this strategic alliance, CallMiner will leverage DataRobot’s automated machine learning technology and expertise for even more rapid behavioral insight revealing the…

Eleperformance Groups ‘Praxidia Knowledge Services’ Partners with CallMiner to Launch TP Interact – a Comprehensive Interaction Analytics Solution Praxidia Knowledge Services, a specialised subsidiary of the Teleperformance Group, announced its strategic partnership with CallMiner to launch a customer solution called TP Interact. This speech and customer engagement analytics solution will optimise agent quality and customer satisfaction within contact centres across the globe. “Our ability to quickly consolidate…

CallMiner, the leading provider of award-winning speech and customer engagement analytics platform, Eureka, announced the launch of Eureka Visualize for graphical data discovery and presentation at Enterprise Connect 2019 happening March 18-21. Visualize, powered by leading business intelligence platform Tableau, brings your speech analytics data story to life through actionable, easily digestible insights displayed in a user-friendly dashboard. A drag-and-drop dashboard configuration with a palette of charts and graphs…

CallMiner Dedication to Customer Satisfaction Through Training, Support, and Community for Customer Engagement Analytics Professionals Reflected in Highest NNP Score to Date CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced that its 2018 Net Promoter Score set another company record at 59, beating the 2017 record of 51. The rating marks the third consecutive year of NPS improvement for CallMiner. Net Promoter Score is a standard metric that is calculated based…

Eureka Alert Provides Next Generation Automated Monitoring, Redaction, & Alerting CallMiner, a leading platform provider of award-winning speech and customer engagement analytics, demonstrated its updated real-time speech analytics module, Eureka Alert, at the 10th annual LISTEN customer conference.  Eureka Alert combines AI-driven automated transcription, redaction, and alerting to provide real-time direction to contact center agents and supervisors to drive specific outcomes within a call as it is occurring, or…

Communications Suppliers, Banks and Property Insurance Lead Customer Churn Risk in the CallMiner Index New research released by CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, reveals that US businesses have contributed to a switching epidemic by not valuing customers or listening to them when they have problems. And it’s costing them billions. In fact, a conservative estimate of the price of switching is $136 billion per annum. The report features survey responses …