Leading Contact Center Technology Providers Unite to Help Organizations Capture, Understand and Improve Workforce Performance and Customer Satisfaction
Fort Myers, FL and Columbus, OH (November 6, 2007) – CallMiner, a leading developer of advanced speech analytics software, and CallCopy, Inc., a leading provider of quality management and call recording solutions for contact centers, today announced a strategic partnership. Jointly offered, their solutions will enable organizations to extend the value of their contact center conversations by capturing and analyzing the content, context, purpose and outcome of every discussion.
CallMiner’s next-generation speech analytics solution, CallMiner Eureka!, and CallCopy’s cc: Discover call recording software suite will empower companies to easily analyze and understand 100% of every customer/agent conversation within the contact center. Companies can use this information to positively affect their contact center performance, and, in turn, enhance the effectiveness of their overall business performance.
“CallCopy is one of the fastest growing companies in the call recording/quality monitoring market. Its scalable applications are compatible across a wide range of technologies to enhance the exchange of data between contact center systems,” said Jeff Gallino, CallMiner chairman and co-founder. “Together, we are providing companies with the most complete set of tools for easily acquiring and analyzing customer communications with their contact centers. The knowledge generated will help companies improve their business processes to positively impact customer experiences and the bottom line.”
“CallMiner provides the only solution to analyze every aspect of every contact center conversation, including every word, speech patterns, acoustic data and meta-data, to deliver a total view of customer/agent interactions,” said Ray Bohac, president and CEO of CallCopy. “Companies that use CallMiner and CallCopy’s applications can improve operational efficiencies and increase profit through the measurement and management of key business metrics including marketing effectiveness, agent quality, customer satisfaction and sales performance.”
About CallMiner
CallMiner is the leading provider of speech analytics solutions that provides customer intelligence from recorded conversations. CallMiner Eureka!, the company’s flagship product, is the only speech analytics solution that automatically and accurately discovers the content, context and purpose of the entire conversation and of every call, enabling companies to understand why customers call and how agents respond. With this knowledge CallMiner customers are able to significantly improve customer service, enhance agent quality, increase sales and impact marketing effectiveness. CallMiner, founded in 2002, is headquartered in Southwest Florida with leading institutional investors that include Inflexion Partners, Intersouth Partners, Sigma Partners, Village Ventures, and In-Q-Tel. For more information, please contact CallMiner at (239) 689-6463 or visit www.callminer.com.
About CallCopy
CallCopy is one of the industry’s fastest growing call recording / quality monitoring software companies. CallCopy’s mission is to deliver the highest levels of quality to its customers, so they can deliver the highest levels of quality to their customers. With the release of the cc: Discover software suite, CallCopy has combined call recording and quality management with customer surveys and speech analytics. The cc: Discover platform offers a more flexible Application Programming Interface, extending the value of the platform to third-party workforce management, IVR, HR, and CRM software. By enhancing the exchange of data between the different systems used across the enterprise, CallCopy helps bring the 360-degree view of your performance into a 3-D perspective.
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