Contact Center Solutions Featured Article

April 08, 2008

Daimler Financial Selects CallMiner and PerformanceEdge to Monitor Quality in the Contact Center

By Susan J. Campbell


CallMiner (News - Alert), an advanced speech analytics provider, and the PerformanceEdge Group of Aspect Software, a company focused on unified communications for the contact center, have been chosen by Daimler Financial Services Americas.
 
This selection was made to monitor the quality, content, context, intention and outcome of contact center conversations. Implementation of this solution is scheduled to begin mid-Q2 2008 with an estimated go-live date of mid-Q3 2008.
 
Mercedes-Benz dealers and their customers receive financing from Daimler Financial Services’ Mercedes-Benz Financial business unit. The U.S. trucking industry receives financing from its Daimler Truck Financial division. This arm finances commercial vehicles including Freightliner, Sterling and Western Star for dealers and their customers.
 
“We chose CallMiner and Aspect (News - Alert) Quality Management because their solutions delivered the best method of improving the result of every contact center conversation,” said Wes Bumgarner, collections and customer service manager of Daimler Financial Services Americas, in a Tuesday statement.
 
“This intelligence will enable us to operate more efficiently across all aspects of our business while maximizing opportunities to increase revenues,” said Paul Morack of ITM and Telecommunications at Daimler Financial Services Americas, in Tuesday’s statement.

The CallMiner Eureka! is designed to provide sophisticated speech analytics and the Aspect Quality Management piece of PerformanceEdge provides Daimler Financial Services with 100 percent call recording, quality monitoring and workforce coaching capabilities. 

As a combination, the platform allows Daimler Financial Services to accurately capture and analyze every conversation between its contact center agents and customers to enable Daimler Financial Services to decrease collections write-offs and ensure agent compliance with scripted language for liability purposes.
 
“Speech analytics coupled with quality management applications can bring real and measurable value to Daimler Financial Services,” said Jeff Gallino, CallMiner CTO, chairman and co-founder, in Tuesday’s statement.
 
“The goal of implementing CallMiner Eureka! and Aspect’s PerformanceEdge is to help the company to gain productivity improvements.”
 
“We are providing Daimler Financial Services with the best possible applications to record, analyze and evaluate agent performance and capture real-time customer feedback, giving them insight to deliver a repeatable, best-in-class experience every time,” said Brian Derr, vice president of quality management solutions for Aspect Software, in Tuesday’s statement. 

Call recording and monitoring within the contact center has long been used as a training tool, as well as a way to identify areas of improvement, either in agent performance or in overall operations.
 
For Daimler Chrysler Financial, this selection is essential to not only ensure customer satisfaction with this division, but also to ensure compliance. Financial organizations are under strict regulations that must be followed or risk fines or loss of license. By implementing a robust solution to ensure compliance, this division will have the necessary tool in place to instead drive growth.
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Level the Playing Field With Business VoIP, brought to you by Speakeasy (News - Alert)
 
 


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