Contact Center Solutions Featured Article

Quality Assurance Goes 'Zen'

July 26, 2017

Daily show fans know that Jon Stewart then, and now Trevor Noah end each night’s show with a moment of Zen. Typically, kooky, poignant and to the point, each video clip would transport viewers to a special place. Defined by Merriam-Webster, Zen is “a Japanese sect of Mahayana Buddhism that aims at enlightenment by direct intuition through meditation,” but what if the meditation wasn’t needed?

A new partnership between Zenylitics and CallMiner intends to make every interaction in the contact center a moment of Zen, as Zenylitics will combine the CallMiner Eureka speech analytics platform with its robust speech analytics and contact center offering to offer a full service quality assurance solution.

“Our clients are looking for a cost effective, efficient solution when it comes to managing their speech analytics and quality assurance programs,” Carter says. “Most contact centers are monitoring less than 1% of their total interactions, which could expose them to liability. With CallMiner, they can objectively and consistently monitor all calls for individual agent behavior as well as trends. Our flexible billing and QA resource pricing can also help mid-size contact centers with cash flow and reducing fixed costs.”

Via the CallMiner Eureka, Zenylitics is able to take advantage of an automated and streamlined quality assurance process, allowing Zenylitics to monitor all client/customer interactions. In addition, contact center management sees automated scoring models and reporting.

“We are excited to announce our partnership with Zenylitics,” says CallMiner VP of Global Business Development, Tom Wendt. “Zenylitics provides a unique technology and services model that brings the power of enterprise-class speech analytics to small and midsized companies.  Zenylitics has extensive experience in this industry and we look forward to working together.”

Having worked in a number contact centers, I wouldn’t consider it a serene place showcasing the concept of Zen, but with the power of analytics much of the stress of quality assurance is alleviated. It may even take you to your happy place.