CallMiner Delivers Speech Analytics in the Telco Cloud

CallMiner, a provider of speech analytics solutions, has launched CallMiner Eureka Speech Analytics in-network, more commonly referred to as "in the telco cloud."

CallMiner Eureka Speech Analytics is a highly scaled, off-premises recording and analytics solution to extract customer intelligence from in-network interactions.

"With recording functionality now available in-network, there is no longer a need for complex and expensive, premises-based recorder investments," said Jeff Gallino, CallMiner’s chief technology officer and co-founder, in a statement. "All of the obstacles currently confronted by contact center managers and their IT organizations vanish as delivering speech analytics in-network means there are absolutely no interoperability issues, maintenance worries, upgrade and refresh path concerns, data ownership challenges, recorder integration costs, vendor management and billing issues, multisite integration problems, multisite turn-up or turn down problems, and no audio quality or recording latency problems."

Gallino also noted that speech analytics delivered in the telco cloud provides significantly more robust security. "IT departments no longer have to worry about breaches in dozens of geographies on old legacy recording systems; they can instead rest assured their data is protected in a fortified, telco-grade data center," he said.

Donna Fluss, president of DMG Consulting, thinks capturing customer interactions in the carrier network "should reduce complexity, increase dependability, and improve the quality of the recordings. This approach will give CallMiner's customers cost-effective access to high-quality recordings while also providing an excellent and timely feed into their speech analytics platform."

John Hamilton, CallMiner's vice president of OEM business development, also says the new solution offering has a better price point. "CallMiner's utility-based pricing model makes it easy for a telco provider to offer CallMiner speech analytics as a standard service," he said. "The integration issues of traditional contact centers evaporate. Audio quality at the intercept point is far superior to premises recording, and customer interactions are captured as they happen, resulting in much faster intelligence-gathering."

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