Nuance Partners with CallMiner

Nuance Communications is expanding its analytics portfolio with a new voice of the customer analytics solution powered by CallMiner's Eureka solution.

Through this partnership, Nuance's expert automation and data science services can be combined with both CallMiner's Eureka customer engagement analytics platform and Nuance Insights solutions to enable organizations to automate monitoring and scoring of 100 percent of consumer contacts.

"We are excited about our partnership with Nuance and to be powering Nuance's voice of the customer (VOC) analytics offering," said Terry Leahy, CEO and president of CallMiner, in a statement. "With Nuance Transcription Engine powering CallMiner Eureka, and CallMiner Eureka powering Nuance's VOC analytics, together we have created a world-class enterprise analytics offering."

"In today's technologically-advanced and customer-centric world, in order to stay competitive companies must adapt and leverage analytics to derive insights across all engagement channels, including voice, web, email, social, SMS, and others," said Robert Weideman, general manager and executive vice president of the Enterprise Division at Nuance, in a statement. "Nuance Analytics provides the necessary visibility into the full customer journey to make actionable insights truly actionable, driving improved customer service as well as business and operational results."

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