CUnet Selects CallMiner's Customer Interaction Analytics Software for Optimum Call Efficiency

CallMiner (News - Alert), a company that provides speech and voice of the customer analytics solutions for contact centers, recently revealed that its customer interaction analytics software has been selected by CUnet, a company involved in postsecondary education marketing, to automatically monitor 100 percent of phone calls.

The solution improves agent performance across all contact channels (ie. voice, social, e-mail, chat), by automating performance management. Complex analytics can require a sophisticated fulltime analyst; conversely, CallMiner Eureka pushes actionable insights directly to the people who need and can act on the data, whether it’s the supervisor or the agents themselves. CallMiner touts tailor-made solutions developed to directly and significantly improve sales effectiveness, as well as drive positive customer experiences, and compliance monitoring.

“Being able to track 100 percent of calls for performance and compliance is very important to us,” said Jeff Herz, director of Operations and Compliance at Cunet, in a statement. “CallMiner has solved that problem. Not only does speech analytics ensure that our clients’ brands are being represented properly, it also allows us to monitor, manage, and enforce regulatory compliance.”

“We are pleased to have CUnet join the CallMiner family,” added Terry Leahy, CEO at CallMiner. “CUnet clearly recognizes the value that speech analytics brings to the table when it comes to marketing and compliance, particularly in the postsecondary education market.” CallMiner offers a variety of customer interaction analytics solutions, including real-time performance monitoring.

Meanwhile, TMC (News - Alert) revealed today that the Speech Analytics channel, sponsored by CallMiner, has been launched as the newest addition to the TMCnet Online Community program. The Speech Analytics Channel is designed for decision-makers within the call center space seeking information on contact analytics solutions for automating agent performance and quality monitoring. Information on the Speech Analytics Channel also addresses key use cases including how to improve sales effectiveness, drive positive customer experiences, and monitor compliance using speech analytics.

Edited by Allison Boccamazzo