| [April 05, 2005] |
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CallMiner Announces TrendMiner, Version 5.0 Speech Analytics Tool
FORT MYERS, Fla. --(Business Wire)-- April 5, 2005 --
TrendMiner Now Enables Call Centers to Search Calls and Uncover Trends With Search Speeds of 11 Million Times Real-time Playback
CallMiner Inc., a leading provider of speech analytics software designed to search and uncover trends from recorded calls, today announced the immediate availability of TrendMiner 5.0, the fastest and most feature rich speech analytics tool available. The web-based call mining application uses integrated patent pending speech analytics technology, enabling call centers to search recorded calls, uncover trends and find valuable business intelligence. Now, call centers can turn audio into minable information at 16 times real-time, and retrieve a phrase from that database at over 11 million times real-time playback.
TrendMiner 5.0 addresses both speed and accuracy. The underlying technology employed by CallMiner generates information that achieves exceptionally more accurate results than phonetic-only speech technologies. CallMiner achieves these results because it combines state of the art speech algorithms, natural language processing, statistical methods and advanced pattern matching technologies that increase the accuracy of minable data.
"CallMiner provides call centers with a suite of applications that enable businesses to gain insight into what is said in recorded calls. In some industries, these calls represent over 90% of customer contact that businesses have with their customers. This valuable asset has been largely ignored because the tools to analyze the calls have not been available until now. TrendMiner 5.0 represents an opportunity for organizations to reduce labor costs, increase operational efficiency and improve customer satisfaction," said Jeff Gallino CEO, CallMiner.
TrendMiner, Version 5.0 New Features
-- Search Refinement - TrendMiner 5.0 enables the user to easily search within search results to make short work of mining large audio archives.
-- Call Meta-Data Wizard - Calls can now be filtered by attributes surrounding a call, such as agent or customer account to analyze different views within call data - For example, high value customer interactions could be analyzed to uncover what customers want and how to serve them better.
-- Word Wizard - TrendMiner 5.0 employs a powerful matching algorithm that helps the user choose search words and phrases - this feature maximizes the effectiveness of searches and makes complex searches easy. The word wizard integrates a dictionary, thesaurus, and homonym engine into a single, simple interface to make the best use of CallMiner's recognition engine.
-- Improved Call Player and Snippet Engine - Results are intelligently sorted and presented to quickly find the phrase related to the users search. TrendMiner also displays an audio wave form to help the user navigate searched audio.
-- New Charting and Trending Tools - Search results can be analyzed in user defined combinations to view call data over time and by meta-data information. This capability lets management analyze correlations and answer questions that are unanswerable without TrendMiner 5.0. For example, a call center could calls by caller ID to identify the most frequent callers and uncover why they're calling. This valuable information could be used to reduce calls into the call center, and reduce operational costs.
-- Database and Search Statistics - TrendMiner 5.0 now provides summary statistics about the call database and searches to help manage call data and searches.
About CallMiner Analytics Suite
The CallMiner Analytics Suite of software enables call centers to rapidly identify, target and report what was said in recorded calls. Without CallMiner, critical business intelligence remains inaccessible. The CallMiner suite is installed alongside existing call recording hardware and can convert any volume of recorded calls to relational databases for analysis and reporting. The CallMiner application suite enables analysis of 100% of call center recordings without the need to manually listen to calls, effectively eliminating a roadblock to obtaining potentially valuable information. CallMiner's applications provide companies with insight into what customers are saying and provide management with visibility to potential issues and opportunities residing within existing calls data. Analysis of agent/customer interactions provides business intelligence for management to help reduce call center operational costs, and provide a better customer experience.
About CallMiner
CallMiner is a leading developer of solutions that assist contact centers in the analysis of recorded calls. CallMiner's core application automates the process of converting calls into searchable text and statistics for mining and gathering business intelligence. CallMiner's advanced tool set enables contact center managers and executives to conduct ad-hoc queries and analyses of agent and customer interactions, while providing insight into what customers are saying and how agents are responding. Since CallMiner's tools are easy to use, managers in marketing, sales, customer service and other organizations can now analyze mission critical information contained in recorded calls in real-time. Leading institutional investors including Inflexion Partners, Intersouth Partners, Village Ventures, and In-Q-Tel back CallMiner. For additional information about CallMiner, Inc. visit www.callminer.com, or call 239-573-9670.
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