CallMiner and Aspect Software Awarded Contract by
Daimler Financial Services Americas to Improve Contact Center Operations
Speech Analytics Solution Integrated with PerformanceEdge™ Recording and Quality Monitoring Will Help Increase Sales, Decrease Costs and Enhance Compliance
Fort Myers, Fla. and Chelmsford, Mass. – April 8, 2008 – CallMiner, the leader in advanced speech analytics, and the PerformanceEdge Group of Aspect Software, the world’s largest company focused solely on unified communications for the contact center, have been chosen by Daimler Financial Services Americas to monitor the quality, content, context, intention and outcome of contact center conversations. Implementation is scheduled to begin mid-Q2 2008 with an estimated go-live date of mid-Q3 2008.
Daimler Financial Services’ Mercedes-Benz Financial business unit provides financing for Mercedes-Benz dealers and their customers. In the U.S. trucking industry, its Daimler Truck Financial finances commercial vehicles including Freightliner, Sterling and Western Star for dealers and their customers.
“We chose CallMiner and Aspect® Quality Management™ because their solutions delivered the best method of improving the result of every contact center conversation,” said Wes Bumgarner, collections and customer service manager of Daimler Financial Services Americas.
“This intelligence will enable us to operate more efficiently across all aspects of our business while maximizing opportunities to increase revenues,” said Paul Morack of ITM and Telecommunications at Daimler Financial Services Americas.
CallMiner Eureka! provides sophisticated speech analytics and the Aspect Quality Management piece of PerformanceEdge provides Daimler Financial Services with 100 percent call recording, quality monitoring and workforce coaching capabilities. Together, the platform allows Daimler Financial Services to accurately capture and analyze every conversation between its contact center agents and customers, enabling Daimler Financial Services to decrease collections write-offs and ensure agent compliance with scripted language for liability purposes.
“Speech analytics coupled with quality management applications can bring real and measurable value to Daimler Financial Services,” said Jeff Gallino, CallMiner CTO, chairman and co-founder. “The goal of implementing CallMiner Eureka! and Aspect’s PerformanceEdge is to help the company to gain productivity improvements.”
“We are providing Daimler Financial Services with the best possible applications to record, analyze and evaluate agent performance and capture real-time customer feedback, giving them insight to deliver a repeatable, best-in-class experience every time,” said Brian Derr, vice president of quality management solutions for Aspect Software.
About Daimler Financial Services Americas (DFSA USA LLC)
Daimler Financial Services Americas (DFSA USA LLC) provides brand-specific financing for Mercedes-Benz automotive dealers’ inventories and their retail customers, and conducts business in the United States luxury car market as Mercedes-Benz Financial. In the U.S. trucking industry, Daimler Financial Services Americas conducts business as Daimler Truck Financial and finances Daimler commercial vehicle products such as Freightliner, Sterling and Western Star for dealers and their customers in the fleet, vocational, municipal and owner/operator segments. Daimler Financial Services Americas serves as the headquarters for operations in the United States, Canada, Mexico, Argentina and Brazil, and has approximately 1,600 employees. Daimler Financial Services Americas is a company of the Daimler Financial Services Group, headquartered in Berlin, Germany, which operates in nearly 40 countries with an employee base of close to 6,800. Daimler Financial Services is one of the leading financial services organizations worldwide.
About CallMiner
CallMiner is the leader in advanced speech analytics solutions. 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 Aspect Software
Aspect Software Inc. founded the contact center industry and is now the world’s largest company solely focused on unified communications for the contact center. Our all-in-one, IT-ready solutions communications-enable customer service, collections and sales & telemarketing business processes for small and medium enterprises as well as for two-thirds of the FORTUNE Global 100. For more information, visit www.Aspect.com.
Aspect, Aspect Quality Management and Aspect Software are trademarks or registered trademarks of Aspect Software, Inc. in the United States and other countries. For more information, visit www.aspect.com.
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