CallMiner, Co-nexus Integrate Speech Analytics with Customer Experience Management

Speech analytics solutions provider CallMiner and call logging and quality management solutions provider Co-nexus  today announced  a reseller agreement that addresses the specific challenges and opportunities of small-to-midsize contact centers by adding speech analytics to the CXM Recording and Quality Monitoring solution from Co-nexus.

"The CallMiner Eureka! and Co-nexus CXM solutions will provide small-to-midsize contact centers the same powerful customer insights and business intelligence that larger enterprises enjoy," said Cliff LaCoursiere, CallMiner’s cofounder and senior vice president of business development. "With speech analytics, companies will be able to uncover critical information about their customers, and with CXM, they will be able to marry that data with a robust solution to help improve the overall customer experience."

"Eureka speech analytics fills a critical gap in our suite of customer experience solutions," said Brian Daily, vice president of sales and marketing at Co-nexus. "By partnering with CallMiner to add this functionality, we are meeting a significant need in the marketplace that will allow our customers to fully address the challenges and opportunities they face."