Financial services firm Resurgent Capital, a manager and servicer of consumer debt portfolios, has implemented CallMiner’s (News - Alert) speech analytics solution Eureka to enhance its customer service offering.
CallMiner specializes in providing businesses and organizations with suitable speech analytics and compliance solutions that will help them improve contact center performance and also benefit from the business intelligence capability that lets them listen to and analyze all customer interactions.
“We have a unique monitoring opportunity because we are integrating and reviewing calls from several different locations, and it’s important that we maintain a consistently high level of customer service across the board,” said Ken Hamill, senior vice president of compliance, oversight, and improvement at Resurgent. “We selected CallMiner because their solution is perfectly positioned to help us with this multi-site group of agents and challenges associated with it.”
According to Resurgent Capital’s officials, the CallMiner solution was selected as it was perfectly positioned to deal with the multi-site group of agents and challenges.
The CallMiner Eureka speech analytics solution is expected to help the client ensure continued oversight, compliance and customer satisfaction. Resurgent will leverage the Eureka post-call analytics platform to augment its oversight efforts by expanding and improving its call monitoring system.
This way Resurgent can enhance customer service as it can now monitor and score phone calls and also increase the efficiency and depth of its monitoring efforts and maintain compliance.
“Resurgent understands the importance of maintaining compliance and using the best available technologies in an increasingly complex regulatory environment,” said Terry Leahy, CEO at CallMiner. “They are also focused on providing excellent customer service, and that is one of the most important factors for a successful speech analytics implementation. All of us at CallMiner are very excited to work with Resurgent.”
CallMiner has expanded its EurekaLive real-time performance monitoring platform by adding direct agent feedback and context driven workflow capabilities. The cloud-based solution EurekaLive helps agents analyze the conversation they are having with a caller in real time and helps them increase their sales. EurekaLive agent assistant makes use of contextual language patterning. Compared to word spots, this considerably reduces the number of false alarms and provides a virtually unlimited vocabulary. This helps agents adapt to changing situations during a call.
Edited by Rory J. Thompson