Speech Technology Magazine

 

HigherGround Partners with CallMiner

The partnership will involve the integration of CallMiner's speech analytics and Calibre's data analytics.
Posted Jun 12, 2014
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HigherGround, a performance monitoring and agent evaluation provider for contact centers, and CallMiner, a provider of speech and voice of the customer analytics solutions, announced a new partnership. Through the alliance, CallMiner's speech analytics will be available to user of HigherGround's Calibre solution.

HigherGround customers can now use speech analytics in their quality assurance programs to measure acoustic signals, such as silence, tempo, and recognized keywords, for a more holistic view of recorded interactions. The CallMiner engine allows contact center managers to evaluate 100 percent of each interaction.

The integration of CallMiner's speech analytics and Calibre's data analytics can reveal valuable information, automated analysis, and reporting in a single unified interface.

"The addition of speech analytics to the HigherGround solution enables better coaching conversations, improved customer satisfaction, and automated compliance adherence monitoring," said Terry Ryan, president of HigherGround, in a statement. "CallMiner's award-winning technology made them the obvious partner choice because they are the recognized leader in speech analytics and voice of the customer insight."

"Partnering with HigherGround allows us to deliver market-leading speech analytics in a seamless, turnkey fashion to customers who want to completely transform how they manage the quality assurance process," said Terry Leahy, CEO of CallMiner, in a statement. "HigherGround is known for providing organizations the ability to accelerate a continuous improvement culture, which makes this partnership a perfect fit."

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