Provana Incorporates CallMiner Eureka Speech Analytics into Its ICAP Solution

Provana, a provider of business process, compliance, and performance analytics services, will combine CallMiner's Eureka speech analytics platform with its own Call Monitoring as part of its Integrated Call Analytics Platform (ICAP) to provide a full-service performance and compliance solution to its more than 300 credit and collections clients.

"We are very proud to announce ICAP, a strong complement to our array of platform solutions. We reviewed several other speech analytics options and decided to integrate CallMiner Eureka into ICAP because we found the platform to be the most mature and feature-rich option on the market. In addition, CallMiner carries a strong reputation in the industry, and that was important to us," said Sean Clark, vice president of consulting at Provana, in a statement. "By leveraging our expertise, experience, and services, we can provide a full-service Integrated Call Analytics solution that will help our clients increase performance and remain compliant with federal and statutory regulations. This is a game-changer for our clients."

Eureka automates and streamlines the quality assurance (QA) process. To-date, Provana has performed QA and compliance reviews on random samplings of client calls. Armed with the Eureka platform, the company will be able to monitor and analyze 100 percent of client calls with customers for disclosure language, keywords and phrases expressing dissatisfaction, potential litigation, and empathy. The analytics platform also enables Provana to identify which agents and approaches consistently produce positive outcomes and use these insights for best-practice training and coaching.

Provana is also using CallMiner myEureka to build dashboards for every client to offer actionable feedback to agents based on the insights and KPIs they are monitoring through the Eureka platform.

"We're thrilled to announce that we are working with Provana," said Paul Bernard, CallMiner's CEO, in a statement. “Eureka is ideally suited for compliance environments that impact law firms and call centers because it captures 100 percent of agent-to-customer interactions and can accurately score how closely agents adhere to approved phrasing. Provana has extensive experience in this industry, and we look forward to a long and successful relationship."