Waltham, MA, Dec. 14, 2017 (GLOBE NEWSWIRE) -- CallMiner, provider of award-winning speech and customer engagement analytics platform CallMiner Eureka, today announces a partnership with IP Integration Limited (IPI), to embed CallMiner’s technology in IPI’s advanced contact center and customer engagement solutions. This partnership will provide IPI’s contact center clients the intelligence needed to deliver more satisfying, and cost-effective experiences to their customers.
The CallMiner Eureka Engagement Analytics platform will enable IPI’s clients to fully understand the voice of the customer (VoC) by capturing and analyzing every interaction – regardless of communication channel. It will also enable IPI customers to elevate their customer engagement and VoC programs to a new level by using the unique insight provided by CallMiner Eureka.
IPI delivers ‘out of the box’ contact center solutions to organizations in all industries. It is dedicated to creating the smartest, most efficient and secure contact centers in the world - not just today – but tomorrow. By partnering with CallMiner, IPI has future-proofed its managed analytics services and is ready to support its clients as they begin to embrace AI and automation.
Valur Svansson, Principal Consultant, IPI, said “The CallMiner partnership will enable us to deliver enhanced insight to drive successful customer engagement and springboard our clients to the next level of VoC and voice of the contact center (VoCC) programs. Whether through our MAS (Managed Analytics Solution) or direct platform deployment, our clients will have access to the intelligence they need to improve services and coach and develop their agents.”
CallMiner Eureka enables companies to create a full 360-degree view of their customer interactions. The platform, along with IPI’s custom integration solutions and services, will provide organizations with an effective way to analyze 100 percent of the interactions that contact center agents have with customers. It will then turn that data into a useable, consumable format, quickly and without the need for significant support from technical or analytical teams.
In addition to providing data on customer preferences and agent performance, Eureka provides sentiment analysis to better understand how customers feel about products, promotions, and brands. By objectively measuring sentiment and other desired behaviors, IPIs clients will receive the feedback they need to improve the customer experience, in near real-time, across 100 percent of their contact center engagements.
Frank Sherlock, VP International, CallMiner, said “We are delighted that a company like IPI, which is known for delivering excellent value to its customers by offering only the best solutions in a feature-rich contact center offering, has chosen CallMiner as their insight platform that will enable their customers to deliver word-class customer service. Partnering with IPI enables us to deliver this insight in a seamless, turnkey fashion. All of us at CallMiner are excited about this strong and productive partnership.”
Joe Prentis, CEO, IPI, said “Businesses will increasingly recognize that they will need contact centers to manage their ever-growing interactions with customers across different channels. And to do this efficiently, they will need the right insight and expertise, to understand better their customer’s needs and how to respond to them. We are now able to deliver that with CallMiner.”
About IPI
IP Integration is the UK’s leading independent Systems Integrator, transforming the provision of customer service. We offer technology solutions from leading vendors as well as developing our own, bespoke solutions to meet our customers’ requirements, enabling us to deliver award-winning, value-add solutions. Headquartered in Reading, Berkshire we have regional offices in Manchester and Edinburgh and provide 24-hour service and support, nationwide. For more information visit www.ipintegration.com or follow us on Twitter or LinkedIn.
About CallMiner
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and feedback in near real-time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including seven Speech Technology implementation awards in the past five years, CallMiner customers have been recognized for unparalleled success in leveraging Eureka interaction analytics to attain their business goals and objectives. www.callminer.com.
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@callminer Eureka and @ipiltd partner to take its #contactcenter customers’ #VoC programs to the next level
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