Contact Center Monitoring Firms Join Forces

Two providers of call center technology are teaming up to provide what they say will be improved communications monitoring.

CallMiner, a Fort Meyers, Fla.-based developer of advanced speech analytics software, and CallCopy, Inc., a Columbus, Ohio-based provider of quality management and call recording solutions for contact centers will jointly offer their technologies to help firms capture and analyze 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 enable and understand all customer/agent conversations within the contact center. Companies can use this information to improve their contact center performance, and, in turn, enhance the effectiveness of their overall business performance.

CallMiner’s application analyzes 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.

Call Copy’s cc:Discover combines call recording and quality management with customer surveys and speech analytics. The cc: Discover platform works with third-party workforce management, interactive voice response, human resources and customer relationship management software to help provide a full view of contact center performance.