CallMiner Adds Multilanguage Support


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CallMiner, a provider of speech and customer engagement analytics, has greatly expanded its language and sensitive data protection capabilities. The company’s platforms are now available in nearly 30 languages and dialects, with multiple languages certified with full Payment Card Industry (PCI)-compliant redaction that removes sensitive information, such as addresses and ID numbers.

The company's list of currently certified languages and dialects includes several variations of English, French, Spanish, Portuguese, German, and Mandarin Chinese.

Additional available languages include Cantonese, Catalan, Dutch, Arabic, Hebrew, Hindi, Italian, Japanese, Korean, Malay, Mandarin Taiwanese, Norwegian, Polish, Russian, Swedish, Thai, Turkish, and Wu Chinese.

As CallMiner customer requests are received for these available languages, CallMiner will conduct the complete redaction certification for that language.

Certified languages and dialects have undergone CallMiner's strict PCI-compliant full redaction processes. This redaction removes sensitive language identified in the Payment Card Industry Data Security Standard (PCI DSS) from the conversation recording and transcript.

"Companies must compete in a globally connected and multilingual world, and we're offering a wide range of languages to support our growing base of worldwide clients," said CallMiner's founder and chief technology officer, Jeff Gallino, in a statement. "Unlike other competitive offerings, we certify languages to ensure they are adequate for use in speech analytics and include native capabilities such as PCI redaction, allowing us to deliver a global, secure speech analytics offering."

CallMiner's Eureka platform combines multiple sources of client-to-customer interactions, including phone calls, email conversations, real-time chat, and social media content. This data is transcribed into searchable text so clients can categorize, tag, and score it. This allows clients to gauge agent performance and offers insight into customer satisfaction metrics.