Contact centers are experiencing a cloud-driven transformation. Innovation is ushering in a new era of customer service, enabling an ominchannel reality supported by the cloud, artificial intelligence, analytics and other up-and-coming customer engagement enhancers.
This week, TCN and CallMiner unveiled an integration partnership putting the power of CallMiner Eureka within TCN’s cloud contact center solution, Platform 3.0. The addition introduces exceptional speech analytics to improve customer service operations as well as minimize compliance risk and boost efficiency.
“We are excited to partner with TCN to improve how companies track and manage contact center performance to transform their operations,” noted Paul Bernard, president and CEO of CallMiner. “By offering both our Enterprise and Starter editions of CallMiner Eureka, this new partnership allows TCN to enable contact centers, collection agencies and BPOs of all sizes the opportunity to record, transcribe and obtain invaluable insights from every customer call.”
In specific, the assembled offering provides contextual call playback, advanced searching and filtering, full PCI redaction, the TopicMiner discovery tool and the ability for agents to tag and comment on call transcripts.
Terrel Bird, co-founder and CEO of TCN explained, “With TCN Speech Analytics, our global customers will have access to full speech transcription, smart search and discovery tools, and the ability to make well-informed decisions based on agent performance.”
Delivering on customer expectations is more than a speedy resolution to an issue. A critical component in the modern contact center landscape is compliance. With GDPR on the horizon, HIPAA in place, MiFID II making waves it is mission critical to whip operations in shape with a contact center solution capable of meeting requirements.
What solution is in your contact center?