|[November 02, 2012]
CallMiner Wins 2012 Customer Excellence Technology Innovation Award
FORT MYERS, Fla. --(Business Wire)--
CallMiner (News - Alert), the leader in speech and voice of the customer analytics
solutions for contact centers, has received the 2012 Technology
Innovation Award for Customer Excellence from Ventana Research, a
leading research and advisory services firm. The award "distinguishes
pioneers that have developed clear visionary and transformative
"Achieving customer service excellence in the call center requires agile
software that can adapt to the range of needs," said Mark Smith, CEO and
Chief Research Officer at Ventana Research. "This technology helps
customer service improve their visibility and understanding of the voice
of the customer and the feedback provided. CallMiner is well-deserving
of this distinguished recognition."
The myEureka portals are included with Eureka
Essentials and serve to automate the performance management process
by providing direct performance feedback to contact center managers,
supervisors, and agents. "CallMiner is demystifying analytics, making it
useful and available in multiple contexts: deep insights for the
analysts and managers, and actionable reports for the agents," said
Keith Dawson (News - Alert), Principal Analyst at Ovum. "The result is a powerful
evaluative tool that agents and supervisors can both rely on."
For more information about the unique features available in myEureka
visit CallMiner's website
or stop by CallMiner's booth at the Virtual Contact Center Conference
"Best Practices in Workforce Management and Performance Optimization."
To register for this free event visit http://ecrmevents.com/WFM2012/.
CallMiner is the market leading cloud-based solution for improving agent
performance through Voice of the Customer analytics across all channels.
Eureka automates the overwhelming process of monitoring information from
100% of interactions - calls/audio, chat, email, surveys and social - to
uncover consistent and reliable information about agent performance.
Real time business intelligence can be leveraged by enterprises to
dramatically improve customer service and sales, reduce the cost of
service delivery, mitigate risk, and identify areas for process and
product improvements. For more information, visit www.callminer.com
or follow on Twitter (News - Alert) @callminer
About Ventana Research
Ventana Research provides the most comprehensive analyst and research
coverage in the industry; business and IT professionals worldwide are
members of our community and benefit from Ventana Research's insights,
as do highly regarded media and association partners around the globe. We
encourage you to come and collaborate with us. Our views and analyses
are distributed daily through blogs and social media channels including Twitter, Facebook, LinkedIn and
To learn how Ventana Research advances the maturity of organizations'
use of information and technology through benchmark research, education
and advisory services, visit www.ventanaresearch.com.
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