For any business, it is extremely important to know what customers really think about the company. An increasing number of companies are embracing a voice-of-the-customer analysis approach to decipher the true meaning of information gathered from all sorts of interaction channels, including surveys and social media. Using this real time business intelligence, enterprises can dramatically improve customer service and sales.
CallMiner (News - Alert) is a company that has marked its presence in the speech and voice of the customer analytics solutions space. It comes as no surprise that CallMiner was declared the number one speech analytics vendor in DMG Consulting’s Speech Analytics Vendor Satisfaction Analysis-2013 Speech Analytics Product and Market Report. CallMiner reportedly beat key industry vendors, including NICE, Verint (News - Alert), UTOPY, Nexidia and CallCopy, to grab the coveted position.
The ranking was awarded on the basis of customer satisfaction ratings across 10 major satisfaction categories, DMG explained in a news statement.
The categories included product, implementation, training, speech analytics workshops, ongoing service and maintenance, professional services, vendor innovation, responsiveness to product enhancement requests, product pricing, and overall satisfaction with the vendor.
Bagging an outstanding score of 5.0 out of 5.0 on nine of these categories, CallMiner outshined all its rivals. It ranked second among vendors only in the tenth category.
“Taking top spot in customer satisfaction in this year’s DMG report is a testament to our commitment to ensuring our customers are achieving their expected return on their speech analytics investment. This honor is a perfect way to end a year of substantial growth. Our tagline, ‘Listen to your customers. Improve your business.’, applies equally to our software offering and to our own culture,” CEO at CallMiner Terry Leahy noted in a statement.
In July, CallMiner announced the availability of the new 9.0 version of its flagship myEureka! Solution, which is fully stocked with a comprehensive, rich, feature-set, which will directly deliver personalized portal functionality to users.
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