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Resurgent to Experience CallMiner's Speech Analytics

By Mini Swamy, TMCnet Contributor

In an increasingly complex regulatory environment, it has become even more imperative to maintain compliance without losing sight of performance and customer satisfaction. Hence, in order to keep intact its track record of staying ahead in industry on these fronts, Resurgent Capital Services decided to implement CallMiner’s (News - Alert) speech analytics – Eureka.

“We selected CallMiner because their solution is perfectly positioned to help us with this multi-site group of agents and challenges associated with it,” said Ken Hamill, senior vice president of compliance, oversight, and improvement at Resurgent.

Eureka, delivered as a cloud-based or on premise call center monitoring solution, is CallMiner’s flagship product that dramatically improves contact center and enterprise performance using text and speech analytics, ensuring in the process continued oversight, compliance and customer satisfaction.

The speed at which the Eureka analytics platform captures customer conversations from all communication systems, converts them into acceptable form for analysis and reveals insights from the automated analysis of multichannel interactions, is what sets it apart from other products in the same category.

The Eureka post-call analytics platform will help Resurgent to improve and expand its call monitoring system and brings real-time quality monitoring of in progress calls to analysts, who can also find and play back contacts containing certain words, phrases or other sentiments. In addition, performance and key metrics can be compared using data visualization. Ultimately, all this helps maximize performance and compliance.

“We have a unique monitoring opportunity because we are integrating and reviewing calls from several different locations, and it’s important that we maintain a consistently high level of customer service across the board,” observed Hamill.

Resurgent believed in using the best available technologies in an increasingly complex regulatory environment, and CallMiner’s Eureka platform, with its wide set of leading features, is so comprehensive in scope that it will very likely more than exceed the financial firm’s expectations.