Thought I would post a short note on our recent partnership with Call Miner in the field of real-time voice analytics software.
We have been working for several years in the call centre to help agents connect with the "real" customer experience and seen some fantastic results when agents receive closed loop feedback in a memorable time frame (24hrs or less). However one of the challenges for our large enterprise clients has always been call volume. When you are dealing with thousands of calls on a daily basis how do you identify the right customers to follow up with? This is where voice analytics comes in. ResponseTek integration with Call Miner now helps clients identify if the a customer was happy or unhappy during the call and before the ResponseTek feedback solution is triggered. This allows us to better target customers with the right questions sets that are contextual to their initial call experience. It also allows the ResponseTek Listening Platform to manage sample rates and quota's more intelligently so that clients are getting the right levels of feedback from the right types of customers.
Integrating voice analytics into ResponseTek's Customer Experience Management solution is a really exciting new offering for us and the CEM industry. The great thing about ResponseTek's open software platform is that our clients can also integrate their pre-existing voice analytic solutions form vendors such as Call Miner, Nice, Verint or Nexidia relatively easily into the ResponseTeksolution as well. This allows them to get a step increase in the benefits they can get from their existing investments in voice analytics software by adding a customer experience monitoring by ResponseTek.
As we roll out solutions with clients we hope to create some case studies to share with the CEM community.