AMHERST, N.Y. — American Coradius International LLC (www.acillc.us), a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner (www.callminer.com) to launch CallMiner Eureka Speech Analytics companywide. CallMiner will be deployed across nearly 200 seats, 2 delivery centers and over 20 client relationships. This partnership will allow ACI to leverage the power of speech analytics to ensure regulatory compliance and drive superior results through improved call quality.
“ACI is always committed to find innovative ways to leverage technology and improve our processes. The power of CallMiner’s products will allow us to monitor compliance, understand the voice of the customer and drive call quality in a manner that we have not been able to fully capture in the past,” says Robert Duggan, Vice President and Chief Operating Officer with ACI. “Eureka’s automated scorecards, keyword spotting and compliance tools will significantly improve the efficiency and reporting for our Quality Assurance team. Through the vendor selection process, we were most impressed with CallMiner’s understanding of our industry, the completeness of their ‘out of the box’ solution and the engagement that we received from their client services team.”
“CallMiner is pleased to partner with American Coradius International to empower their agents with speech analytics insights to automate the quality assurance and monitoring process, ensure regulatory compliance and drive performance management goals for agent coaching and training,” says Terry Leahy, CallMiner CEO. “We enjoy working with forward-thinking companies that value customer feedback and are always looking for new ways to improve contact center performance.”
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology implementation awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. www.callminer.com