FORT MYERS, Fla.--()--CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers, has received the 2012 Technology Innovation Award for Customer Excellence from Ventana Research, a leading research and advisory services firm. The award “distinguishes pioneers that have developed clear visionary and transformative technology.”
“The result is a powerful evaluative tool that agents and supervisors can both rely on.”
“Achieving customer service excellence in the call center requires agile software that can adapt to the range of needs," said Mark Smith, CEO and Chief Research Officer at Ventana Research. “This technology helps customer service improve their visibility and understanding of the voice of the customer and the feedback provided. CallMiner is well-deserving of this distinguished recognition.”
The myEureka portals are included with Eureka and Eureka Essentials and serve to automate the performance management process by providing direct performance feedback to contact center managers, supervisors, and agents. “CallMiner is demystifying analytics, making it useful and available in multiple contexts: deep insights for the analysts and managers, and actionable reports for the agents,” said Keith Dawson, Principal Analyst at Ovum. “The result is a powerful evaluative tool that agents and supervisors can both rely on.”
For more information about the unique features available in myEureka visit CallMiner’s website or stop by CallMiner’s booth at the Virtual Contact Center Conference “Best Practices in Workforce Management and Performance Optimization.” To register for this free event visit http://ecrmevents.com/WFM2012/.
CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, visit www.callminer.com or follow on Twitter @callminer
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