Outbound Call Center Featured Article

CallMiner Partners with Co-nexus

September 25, 2008

CallMiner (News - Alert) Inc., a provider of advanced speech analytics solutions has signed a reseller agreement with customer experience management solutions provider, Co-nexus.
 
Co-nexus Inc. specializes in call recording and quality monitoring solutions. The company’s CXM Call Recording and Quality Monitoring solution is an easy to use software enabling call centers to achieve excellent quality monitoring though the use of multimedia logging and reporting capabilities.
 
CallMiner Eureka! is a speech analytics solutions offered by CallMiner that automatically and accurately reveals the details about every customer call. The solution analyzes all the meaningful content from 100 percent of all call center calls, identifies customer and agent issues through the content and provides tools to apply the intelligence it delivers.
 
Combining CallMiner Eureka and CXM will address the specific challenges and opportunities of small-to-medium-sized contact centers.
 
“The CallMiner Eureka! and Co-nexus CXM solutions will provide small-to-mid-sized contact centers the same powerful customer insights and business intelligence that larger enterprises enjoy,” said Cliff LaCoursiere (News - Alert), CallMiner’s senior vice president of business development and co-founder.
 
“With speech analytics, companies will be able to uncover critical information about their customers and with CXM, they will be able to marry that data with a robust solution to help improve the overall customer experience,” added LaCoursiere.
 
“Eureka speech analytics fills a critical gap in our suite of customer experience solutions,” said Brian Daily, vice president of sales and marketing for Co-nexus.
 
INTERNET TELEPHONY Conference & EXPO West 2008 — the biggest and most comprehensive IP communications event of the year — concluded Thursday in Los Angeles, California. Thousands of attendees flocked to the event for three valuable days of exhibits, conferences and networking opportunities. Mark your calendar now for ITEXPO East 2009, February 2-4, 2009, in sunny Miami, Florida.
 
Read archived editions of Show Daily eNewsletters from ITEXPO (News - Alert) West 2008 here. See you in February!
 

Jai C.S. is a contributing editor for TMCnet. To read more of Jai's articles, please visit his columnist page.

Edited by Stefania Viscusi

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