CallMiner Partners with Nuance to Deliver Enterprise Speech Analytics to Transform the Way Businesses Interact with Customers
CallMiner, the leading platform provider of award-winning speech and customer engagement analytics announces today a partnership with Nuance Communications, to incorporate CallMiner Eureka, the leading best-of-breed analytics platform, into their analytics offering. This partnership will deliver improved contact center and agent performance, and optimize the customer experience for enterprises.
Speech analytics enables organizations to analyze 100% of every customer conversation, automating the process of call monitoring and converting call recordings into business intelligence. Through automated call monitoring, organizations can improve agent performance and retention, resulting in more efficient call handling, reduced compliance risk, increased sales, and improved customer service.
The introduction of CallMiner Eureka adds to Nuance’s analytics product portfolio and services practice, allowing for full customer journey analysis, from initial IVR connection through completion of the customer interaction. This will enable enterprises to incorporate the true voice of the customer into their big data initiatives, for much richer customer intelligence and a better customer experience.
Robert Wiedeman, general manager and executive vice president, Enterprise Division at Nuance commented,
“Many businesses are ready to take the next step to better understand customer needs and intent. Speech analytics will allow companies to leverage analytics to dramatically improve how they interact with their customers across all engagement channels including voice, web, email, social, SMS, and others,”
“As a result of this partnership with CallMiner, Nuance is now able to provide visibility and insights into thefull customer journey, across allautomated and live channels.”.
Terry Leahy, CallMiner CEO also commented,
“We are excited about our partnership with Nuance. The combination of Nuance services and CallMiner Eureka have resulted in a world-class enterprise voice of the customer analytics offering,”
“Working with Nuance services will allow us to expand our footprint in Fortune 1000 organizations, worldwide,” Leahy concludes.
Additional Information
Nuance Communications, Inc. is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with devices and systems. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
For additional information on Nuance visit their Website
Trademark reference: Nuance and the Nuance logo are registered trademarks or trademarks of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other trademarks referenced herein are the property of their respective owners.
CallMiner
believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes. 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 implementation awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.
For additional information on CallMiner visit their Website
