Phillips & Cohen to Deploy CallMiner Speech Analytics
Debt recovery firm Phillips & Cohen Associates (PCA) will deploy real-time and post call speech analytics software from CallMiner across its entire U.K. operation, in what's believed to be a first for the market.
The real-time solution, EurekaLive, represents an extension to a two-year partnership with Phillips & Cohen Associates in the United States.
"PCA's reputation is built on innovation and for providing an exceptional customer experience in a very sensitive niche market," said Nick Cherry, managing director of international markets at Phillips & Cohen, in a statement. "Our partnership with CallMiner will see us become the first U.K. financial recovery business to deploy a real-time speech analytics solution. This will enable us to dramatically increase the already strong levels of compassion and compliance which we deliver for our customers and clients alike, and we are excited to be first to implement such a powerful platform."
"We have used real-time speech analytics across our entire U.S. operation for two years with great success and been able to demonstrate significant compliance and emotional engagement improvements across the board," said Adam Cohen, co-founder and joint CEO of Phillips & Cohen, in a statement. "Our aim will be to partner with CallMiner to roll this technology out across our global business and to continue to lead the way in terms of market innovation."