Contact Center Solutions Featured Article

CallMiner, a provider of advanced speech analytics, has announced today that it has successfully achieved a 50 percent reduction in the database footprint for enterprise customers implementing CallMiner Eureka! 6.1

“CallMiner estimates that for a mid-sized enterprise with a 1,000 seat contact center mining 10,000 hours per day of customer conversations/audio and retaining the audio for 12 months, a 50 percent reduction in the data footprint would accrue approximately $141,000 in savings per year,” said Jeff Gallino, chief technology officer, in a Thursday statement.

“CallMiner is committed to helping enterprise customers save money and improve efficiencies by significantly decreasing the total cost of use in a speech analytics implementation.”

CIOs and IT managers are struggling more and more every year to utilize every IT dollar more effectively as the amount of new storage capacity installed each year is decreasing. As this trend continues, those companies able to develop solutions that reduce the data footprint will be able to emerge as leaders in their respective spaces.

“Doing more with less is the new charge,” Gallino said. “Today, IT executives and business owners are looking at every option they have at their disposal to control costs.

With Eureka 6.1, we have reduced the database footprint by 50 percent, a savings that is making our enterprise speech analytics customers enormously happy. And naturally, with a smaller data footprint, Eureka search is also faster, increasing productivity for contact center operations,” Gallino added.

CallMiner Eureka is the only speech analytics solution that automatically and accurately mines 100 percent of recorded conversations to discover the real ‘voice of customers’ without listening to every call.

Customers using CallMiner solutions are empowered with real-time and actionable business intelligence to enable their organizations to significantly improve customer service, enhance agent quality, increase sales and impact marketing effectiveness.

Contact centers are consistently relying on the advanced technology within available applications to help manage data. These applications – and their ability to integrate throughout the corporate infrastructure – enable the contact center agent and others to better serve the customer base. The downside is that these applications take up database space.

CallMiner understands the challenges contact centers face and how the demand for applications keeps growing. By reducing its impact on the database, CallMiner helps to build additional value into the solution to protect its customer base and provide the necessary positioning to grow.