Contact Center Solutions Featured Article

CallMiner Teams Up With Clarabridge to Deliver Speech/Text Analysis Solution

October 30, 2007

Speech analytics software company CallMiner and text analysis software company Clarabridge have agreed to combine their solutions in order to give their business customers complete insight into their verbal and written communications. This will help the customers of both companies -- both existing and future -- improve customer retention and satisfaction.


By combining CallMiner’ Eureka! software with Clarabridge’s Content Mining Platform, businesses will be able to extract valuable insights about their customers from both customer/agent conversations and written responses provided by customers on company websites. This will help businesses better understand their customers’ needs, wants, preferences and concerns, which will in turn help company executives make better business decisions.

“Together, CallMiner and Clarabridge are providing a unique and more complete multi-channel offering that enables companies to better understand their customers’ opinions, attitudes and needs,” said Jeff Gallino, CallMiner chairman and co-founder, in a press release. “By analyzing contact information gathered by both speech and text analytics, companies can gain a more complete view of their customers leading to increased customer loyalty and increased sales.”

“As companies have become more and more aware of the benefits of text analytics, our customers have grown increasingly interested in adding the ability of speech analytics,” said Sid Banerjee, co-founder and chief executive officer of Clarabridge. “By partnering with CallMiner, we are meeting a significant need that will ultimately help our customers monitor and improve the experience they deliver to their customers.”

For more information about CallMiner’s speech analytics solutions, visit www.callminer.com.

For more information about Clarabridge’s text analysis solutions, visit www.clarabridge.com.

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Patrick Barnard is Associate Editor for Customer Interaction Solutions magazine and Assignment Editor for ContactCenterSolutions. To see more of his articles, please visit Patrick Barnard’s columnist page.



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