Partners Combine Text and Speech Analysis

Speech analytics software provider CallMiner and text analysis software firm Clarabridge are to offer a service combining their expertise to give a rounded analysis of customer communications.

The firms say that by linking speech analytics tool CallMiner Eureka! with Clarabridge's Content Mining Service (www.mrweb.com/drno/news6895.htm ), they will provide clients with an understanding of customer needs, wants, preferences and concerns.

Clarabridge's service quantifies, categorises, clusters, analyses and integrates textual data including call centre agents' notes, online consumer generated content and surveys; CallMiner Eureka! analyses speech patterns, acoustic data (tempo, silence and stress) and meta-data, uncovering the content, context, purpose and outcome of every recorded conversation handled by contact centre agents.

Clarabridge co-founder and CEO Sid Banerjee says the growing awareness of the benefits of text analytics has increased customers' interest in the possibilities for doing the same with speech. Jeff Gallino, CallMiner Chairman and co-founder comments: 'By analysing contact information gathered by both speech and text analytics, companies can gain a more complete view of their customers, leading to increased customer loyalty and increased sales.'

Founded in Southwest Florida in 2002, CallMiner is online at www.callminer.com , while Virginia-based Clarabridge is on the web at www.clarabridge.com.

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