Speech Analytics to Aid Call Center Insight

Speech analytics software provider CallMiner has partnered with Co-nexus - which provides call logging and quality monitoring solutions for contact centers - to offer small to mid-sized centers improved insights and business intelligence.

CallMiner's Eureka! speech analytics solution automatically mines 100% of recorded conversations to discover what customers are saying, without having to listen to every call.

The system will be added to the Co-nexus CXM Recording and Quality Monitoring suite - which includes phone recording, multimedia recording, agent performance evaluation, and customer satisfaction surveys - to help companies uncover information about their customers and marry that data with a solution to help improve the overall customer experience.

'Eureka speech analytics fills a critical gap in our suite of customer experience solutions,' Explained Brian Daily, VP of Sales and Marketing for Co-nexus.

Last year, CallMiner and text analysis software firm Clarabridge combined the CallMiner Eureka! solution with Clarabridge's Content Mining Service to provide a rounded analysis of customer communications.

Web sites: www.callminer.com and www.4cxm.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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