CallMiner, provider of the speech and customer engagement analytics platform CallMiner Eureka, is partnering with IP Integration (IPI), to embed CallMiner's technology in IPI's advanced contact center and customer engagement solutions.
CallMiner Eureka Engagement Analytics will help IPI's clients understand the voice of the customer (VoC) by capturing and analyzing every interaction – regardless of communication channel.
"The CallMiner partnership will enable us to deliver enhanced insight to drive successful customer engagement and springboard our clients to the next level of VoC and voice of the contact center (VoCC) programs. Whether through our MAS (Managed Analytics Solution) or direct platform deployment, our clients will have access to the intelligence they need to improve services and coach and develop their agents," said Valur Svansson, principal consultant at IPI, in a statement.
CallMiner Eureka with IPI's custom integration solutions and services will enable companies to analyze 100 percent of the interactions that contact center agents have with customers. It will then turn that data into a useable, consumable format. In addition to providing data on customer preferences and agent performance, Eureka provides sentiment analysis.
"We are delighted that a company like IPI, which is known for delivering excellent value to its customers by offering only the best solutions in a feature-rich contact center offering, has chosen CallMiner as their insight platform that will enable their customers to deliver word-class customer service," said Frank Sherlock, vice president of international at CallMiner, in a statement. "Partnering with IPI enables us to deliver this insight in a seamless, turnkey fashion. All of us at CallMiner are excited about this strong and productive partnership."
"Businesses will increasingly recognize that they will need contact centers to manage their ever-growing interactions with customers across different channels. And to do this efficiently, they will need the right insight and expertise, to understand better their customer's needs and how to respond to them. We are now able to deliver that with CallMiner," said Joe Prentis, CEO of IPI, in a statement.