Partnership Enables Companies to Analyze Speech and Text Data for Complete Customer Insight
Fort Myers, Fla. and Reston, Va. (October 30, 2007) – CallMiner, a leading developer of advanced speech analytics software, and Clarabridge, a leading text analysis software company, today announced a partnership to offer companies complete insight into their customers’ verbal and written communications to improve customer retention and satisfaction.
Joining CallMiner’s advanced speech analytics solution, CallMiner Eureka!, with Clarabridge’s Content Mining Platform™, CallMiner and Clarabridge will provide businesses with the ability to combine multi-channel business intelligence, including both written text and recorded customer/agent conversations, to gain a complete understanding of their customers’ needs, wants, preferences and concerns. As a result, companies can use this knowledge to make better business decisions and positively affect customer experiences.
CallMiner Eureka! is the only speech analytics solution that automatically discovers the content, context, purpose and outcome of every recorded conversation handled by contact center agents. It accomplishes this by analyzing every aspect of every conversation including speech patterns, acoustic data (tempo, silence and stress) and meta-data to provide a complete and accurate view of a company’s contact center calls. This knowledge can then be applied to increase customer satisfaction and improve the quality of customer service.
Through its Content Mining Platform, Clarabridge quantifies, categorizes, clusters, analyzes and integrates 100 percent of a company’s textual data generated from internal and external sources, including call center agents’ notes, online consumer generated content and surveys. Companies using Clarabridge’s text analytics are able to monitor customer experiences, sentiments, and needs to proactively address market threats and opportunities, and have used the solution to improve market research, customer care, product development, quality assurance and risk management.
“Together, CallMiner and Clarabridge are providing a unique and more complete multi-channel offering that enables companies to better understand their customers’ opinions, attitudes and needs,” said Jeff Gallino, CallMiner chairman and co-founder. “By analyzing 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.”
“As companies have become more and more aware of the benefits of text analytics, our customers have grown increasingly interested in adding the ability of speech analytics,” said Sid Banerjee, co-founder and chief executive officer of Clarabridge. “By partnering with CallMiner, we are meeting a significant need that will ultimately help our customers monitor and improve the experience they deliver to their customers.”
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 Clarabridge
Clarabridge enables Fortune 1000 customers to transform text into valuable information to improve market research, customer care, product development, quality assurance and risk management. Clarabridge’s award-winning software links the worlds of text analysis, search and business intelligence (BI) to enable enterprises to more quickly and intuitively leverage all of their data—internal and external, structured and unstructured—to make better business decisions. Clarabridge’s Content Mining Platform™ is the first text-mining solution to work seamlessly with standard BI applications, tools and techniques, and Clarabridge delivers the industry’s only hosted text analysis solution with its Content Mining Service™. Clarabridge is headquartered in Reston, Virginia. For more information, visit www.clarabridge.com.
