CallMiner Releases Speech Analytics Performance Tool for Contact Centers



CallMiner, a provider of speech and voice of the customer analytics solutions for contact centers, has introduced CallMiner RPM, the industry’s first speech analytics results assurance program. As a part of the program CallMiner is also unveiling CallMiner IQ, a speech analytics proprietary performance score for contact centers. With CallMiner RPM, qualified customers will have their subscription and services prices adjusted based on the achievement of specific benchmarks and improvements in key performance metrics.

The multi-step results assurance program is designed to help customers achieve quick wins and targeted returns with speech analytics. The CallMiner solutions team identifies opportunities for improvement based on a sample of recorded customer calls and interactions analyzed during the free speech analytics test drive. Once the software is deployed, CallMiner business intelligence analysts work alongside customer teams to achieve the targeted results. Companies who participate in the program pay only 85 percent of solution acquisition costs until the defined benchmarks are met.

“CallMiner is able to offer this results assurance program because our process and product has been built from the ground up to identify opportunities and deliver results,” said Scott Kendrick, vice president of marketing,  CallMiner, in  statement. “The CallMiner RPM program serves as a commitment to our customers and demonstrates that we believe in what we do.”

CallMiner is also unveiling CallMiner IQ, a new performance benchmark for contact centers. CallMiner IQ is one of the performance metrics customers can choose as part of the CallMiner RPM program. This singular grade is comprised of a proprietary set of analytics measures, tailored to specific industries. All new customers will be able to access their CallMiner IQ score, as well as compare their score to a benchmark of other CallMiner customers in that same industry.

“Our customers ask us all the time how they are performing compared to other vendors in their industry. The introduction of the CallMiner IQ score enables our clients to very easily see how their overall contact center performance stacks up against some of their peers,” said Kendrick. “It can often be difficult to make comparisons across a wide set of measures. The CallMiner IQ score distills all those measures and variables into one simple to understand metric.”