CallMiner Introduces Speech Analytics Results Assurance Program

By Mandira Srivastava
TMCnet Contributor

In a call center environment, it is important to analyze recorded content from customer calls, conference calls, and client meetings to monitor quality assurance, and manage and mitigate risk. With advancement in speech analytics, you can quickly identify key words and phrases in audio recordings to make informed decisions and take action.

CallMiner (News - Alert), a provider in speech and voice of the customer analytics solutions for contact centers, announced today the introduction of CallMiner RPM. This is the industry’s first speech analytics results assurance program.

Unlike many other speech analytics programs, CallMiner RPM program promises multi-step results assurance program and complete return on investment. CallMiner RPM is available on subscription and services price basis, and designed to help customers achieve quick wins and targeted returns with speech analytics. The companies which take part in the program pay only 85 percent of solution acquisition costs until the defined benchmarks are met. When the software is installed, CallMiner business intelligence analysts work with the customer teams to achieve targeted results.

In addition, CallMiner is also unveiling CallMiner IQ, a speech analytics proprietary performance score for contact centers.

Scott Kendrick, vice president of Marketing at CallMiner said in a statement, “CallMiner is able to offer this results assurance program because our process and product has been built from the ground up to identify opportunities and deliver results, The CallMiner RPM program serves as a commitment to our customers and demonstrates that we believe in what we do.”

Nancy Jamison, Principal Analyst Customer Contact at Frost and Sullivan said, “This type of results-driven pricing, tied to the results CallMiner is seeing, should have every prospect taking a look.”

Edited by Maurice Nagle