The TV network will deploy Eureka speech analytics across three call centers.
The Christian Broadcasting Network (CBN) has selected CallMiner Eureka speech analytics to enable better experiences for the broad range of people engaging with the ministry. More than 250 prayer center agents in Nashville, Tenn.; Virginia Beach, Va.; and Manila in the Philippines, will be using the Eureka system.
Although the majority of its audience engages over the phone, CBN wanted to be able to reach people leveraging other channels such as email, text, web, and social. Eureka analytics can evaluate the interactions, regardless of channel. This is one of the capabilities that attracted CBN to CallMiner.
"We want to engage with our audience and partners where and when they want to engage with us and improve the experience and ministry across channels," said Jeff Graves, staff development specialist at CBN, in a statement. "We were most impressed with the completeness of [CallMiner's] solution."