Speech Technology Magazine

CallMiner Technology Helps CBR Achieve Industry-Leading Client Satisfaction

Proprietary speech analytics solution enhances client experience and employee training.
Posted Feb 26, 2009
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CallMiner today announced that Cord Blood Registry (CBR), the global leader in the collection and preservation of newborn stem cells from umbilical cord blood, completed implementation of CallMiner Eureka for all the company’s call centers.

CallMiner Eureka is the first speech analytics solution that automatically analyzes and reports on the content, context, purpose, and outcome of every recorded conversation with a client or prospective client. According to CBR, CallMiner’s speech analytics has been a key component of the company’s continuous improvement process at its call centers.

“Our goal is to ensure that everyone who contacts Cord Blood Registry is extremely satisfied with the experience,” said Johnnie Domingue, CBR’s chief operations officer and chief financial officer. “We maintain a 99 percent satisfaction score from the expectant parents who have entrusted us with processing and storing cord blood stem cells of their newborn. As our business has grown, CallMiner Eureka has helped us be more efficient and effective at maintaining our extremely high level of service.”

Cord Blood Registry installed CallMiner Eureka in its first call center two years ago. With the recent completion of the final phase of implementation at its newest call center, CBR has the ability to analyze 100 percent of calls and ensure that the company’s Cord Blood Education Specialists comply with all of the company’s quality metrics.

CallMiner Eureka has also been important for CBR’s efforts to ensure strict compliance with Health Insurance Portability and Accountability Act (HIPAA) regulations as well as deliver education about cord blood banking preservation that is consistent with public health policy.

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