Speech Technology Magazine

 

Dynamic Recovery Solutions Implements CallMiner Speech Analytics to Offer Tailored Coaching to Contact Center Staff

Improved agent performance to bring operational efficiency gains to Dynamic Recovery Solutions and its clients.
Posted Nov 6, 2018
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CallMiner, a platform provider of speech and customer engagement analytics, announced that Dynamic Recovery Solutions has selected CallMiner as its speech and engagement analytics solution to bring greater operational efficiency to its contact center through improved agent coaching and performance.

Dynamic Recovery Solutions is a nationally licensed leading performer in late-stage collection recovery services, specializing in post-charge off collections. Their goal is to maximize client ROI while providing a quality customer experience. To support that objective, Dynamic Recovery Solutions began searching for a speech analytics solution to help uncover ways to further improve contact center operations and provide individualized coaching to its agents.

Dynamic Recovery Solutions will leverage CallMiner’s Analyze and Coach modules, both of which are powered by the CallMiner Eureka mining engine. Analyze provides post-contact call scoring, transcription, sentiment analysis, and topic discovery while Coach provides role-based dashboards with targeted guidance for both supervisors and agents.

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