Improvements in Agent Performance and Customer Insights Drive Expanded Partnership Between CallMiner and Sitel Group

CallMiner, a provider of speech and customer engagement analytics solutions, announced that it has expanded its partnership with Sitel Group, a customer experience (CX) management company, to further improve customer interactions with CallMiner’s artificial intelligence (AI)-based analytics platform, Eureka.

Sitel Insights, the group’s analytics and client insights experts, are leveraging Eureka Analyze and Coach to create insights from many of the 3.5 million interactions delivered each day by Sitel Group globally.  Providing real-time analysis of this customer intelligence, Sitel Insights are harnessing this technology to improve customer experience, while both reducing costs and increasing efficiencies. In doing so, they have seen substantial improvements in the speed at which new agents are completing training and achieving competency; the efficacy of call flow management and customer question response; and the level of CX insights delivered to their clients which include some of the world’s best-known brands.

Both Sitel agents and agents operating as part of cross-enterprise deployments of Sitel Insights solutions are provided access to Eureka Coach, an application component of the CallMiner Eureka Platform, receiving near real-time performance feedback. This empowers customer-facing agents to self-instruct and see immediate results without requiring or waiting for coach or supervisor intervention. Agents using Eureka Coach are hitting training elements 25% faster than those who are not.

In addition to delivering better CX through improved agent performance, Sitel leverages insights to quickly identify customer sentiment in association with product or service disruptions to help their clients understand business impact and take appropriate action.

The CallMiner solution is integrated as part of Sitel Insights, which specializes in data discovery, data mining and customer journey analytics. Sitel Insights mines data across multiple sources and channels to understand and improve the customer experience by applying diagnostic and predictive analytics to impact business outcomes.

According to Sitel, CallMiner has fielded 33 million of Sitel’s calls and has increased customer retention by 11% to date. 

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