Speech Technology Magazine

 

Acme Packet and CallMiner Provide Cloud-Based Speech Analytics to Clearwire

Solution analyzes customer interactions and measures agent performance.
Posted Mar 12, 2013
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Acme Packet, a provider of session delivery networks, and speech analytics and call recording provider CallMiner announced that Clearwire, a mobile broadband services company, is using CallMiner's cloud-based Eureka solution to analyze customer interactions and measure agent performance.

By automatically analyzing the content of each customer contact, including what is said, how it is said, and the context in which words are said, Eureka helps Clearwire uncover agent performance metrics and hidden business intelligence within contact center conversations. 

CallMiner leverages the Acme Packet Net-Net Interactive Session Recorder (ISR) to provide cost-effective and scalable network-based IP session recording for its cloud-based service. Based on a highly-scalable and modular architecture, the Net-Net ISR lets CallMiner fully capture all customer conversations, without compromising security or reliability. 

"Customer service is paramount in the highly competitive mobile broadband market," said Geoff Levy, head of customer care at Clearwire, in a statement. "By automatically scoring 100 percent of our customer exchanges in the cloud, Eureka helps us optimize contact center performance and boost customer satisfaction without all the hassles and expense of a conventional premises-based solution."

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