ResponseTek (News - Alert) announced that it has inked a formal agreement with CallMiner, specializing in enterprise speech analytics, for synergizing their capabilities and delivering a solution that will greatly enhance the speech analytics quality and customer satisfaction in contact centers.
Customer experience management (CEM) software solutions provider ResponseTek delivers multi-channel survey capabilities, advanced workflow tools, and real-time analysis of large volumes of customer data.
In a release Syed Hasan, president and CEO of ResponseTek said, “The partnership with CallMiner (News - Alert) is an important strategic step in enhancing the single view of the customer experience with the addition of voice analytics.”
“We share a common objective in helping our clients rapidly learn from transactional customer insight and the combination of both company’s capabilities creates a compelling solution for our clients,” Hasan added.
Together with CallMiner’s speech and voice analytics, ResponseTek will now be able to provide unstructured voice feedback within the ResponseTek Listening Platform, thereby empowering contact centers to ensure better customer experiences.
Officials revealed that CallMiner is capable of easily integrating with existing call recording systems which is imperative for large organizations that operate with multiple platforms in their call centers. ResponseTek and CallMiner use an open architecture arrangement that lets clients deploy multi-channel customer experiences rapidly.
The combined platform from the two companies increases visibility that augments agent coaching and training programs, enhances customer retention processes, and hence the customer satisfaction. Both ResponseTek and CallMiner serve the needs of financial services, insurance, healthcare, telecom, utilities, and other high tech industries.
Terry Leahy, president and CEO of CallMiner summarized, “ResponseTek is a clear leader and innovator in the customer experience management space. CallMiner’s powerful speech analytics platform enables ResponseTek to extract even more business intelligence for their clients and deliver on the voice of the customer promise.”
ResponseTek Networks announced in December 2011 that T-Mobile Austria, part of the Deutsche Telekom (News - Alert) Group, has selected and implemented the ResponseTek Listening Platform to improve customer loyalty across its business.
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Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.
Edited by Jennifer Russell