CallMiner, a provider of a platform for speech and customer engagement analytics, is partnering with Medallia, a provider of customer experience management cloud technology. The partnership combines CallMiner’s contact centre engagement analytics with analytics from Medallia’s feedback solutions to provide VoC insight within a cloud-based integrated offering.
CallMiner’s conversational analytics platform, Eureka, is designed to monitor every contact center engagement to gather unsolicited customer feedback in the form of customer experience, Voice of the Employee (VoE) data, and brand loyalty commentary. Eureka works by capturing data from calls to create contextual awareness from an outside-in perspective. This makes it easier to identify the reasons for customer experience problems.
In addition, Eureka’s speech analytics provide customer experience insight with automated scoring for key performance indicators. Acoustic measures add sentiment insight for attention and focus, and features such as organic discovery of trending issues, data-driven customer journey mapping, and secure redaction of sensitive data expand customer experience awareness. Overall, this data complements solicited feedback captured from various customer touchpoints and journeys.
Medallia comes in by making much of this data available to employees. The company uses its SaaS platform, Medallia Experience Cloud, to understand customer feedback of all types and distribute real-time insight to CallMiner associates. Using unsolicited dialogue, sentiment insight, awareness of loyalty drivers, and interaction data for creative survey outreach, the company enables CallMiner to make better business decisions and improve customer experiences.
Toni Adams, Vice President of Partnerships and Alliances at Medallia commented,
“Medallia enables companies to discover actionable insight from customer feedback,”
“Our new partnership with CallMiner will enrich VoC and VoE feedback.”
Paul Bernard, President and CEO of CallMiner, said,
“Contact centres are an incredible source for unsolicited, candid feedback from customers in the moment of their experience,”
“Combining this unstructured data with Medallia-supported direct feedback will empower CX professionals with remarkable CX insight, evidence of engagement impact on loyalty drivers, and resources for data driven root-cause analysis and action.”
CallMiner is a proud provider of customer engagement analytics for improving company and agent performance. With 14 years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions.
We help businesses and organizations improve contact centre performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based voice of the customer analytics platform automatically analyses contacts across all communication channels: calls, chats, emails, SMS, surveys and social.
CallMiner strives to maintain an organisational agility that allows us to adapt to the ever-changing needs of the market. Over 300 customer requested features have been implemented into our products and our software services team brings extensive product knowledge and years of hands-on best-practice expertise to each customer engagement.
CallMiner is agnostic to the source system that captures data, supporting integration with all market leading call recorder, chat, and email systems and popular social networking sites. These reasons and more are why we ranked #1 in overall customer satisfaction among speech analytics vendors.