Boston, MA (PRWEB) August 14, 2014
CallMiner (http://www.callminer.com), the leader in speech and voice of the customer analytics solutions for contact centers, has received top ranks in overall customer and product satisfaction in DMG Consulting’s 2014-2015 Speech Analytics Product and Market Report.
The survey is designed to measure end-user satisfaction with speech analytics vendors and their products as well as their service, support, professional services, training, and innovation. CallMiner topped the competition in 8 of 10 categories, with a perfect score in 6 including Overall Vendor Satisfaction. CallMiner also led the product satisfaction category, achieving a perfect score on 18 of 21 components and top marks in 20 of those. In the few categories that it did not win outright, CallMiner ranked second.
“The speech analytics market continues to grow and evolve at a rapid rate,” said Donna Fluss, President of DMG Consulting LLC. “This market has come a long way in a short time, and a great deal more is expected as leading vendors deliver innovation to the market that extends the uses and benefits of these solutions throughout enterprises. Customer satisfaction is an important measure of vendor success. CallMiner’s outstanding customer satisfaction results reflect their strong customer commitment.”
“It is very gratifying to once again be ranked first in overall vendor satisfaction by our customers,” said Terry Leahy, CEO at CallMiner. “We are excited to see the industry enter a seminal growth phase where customer expectations are more often being met. Receiving top scores in this survey confirms our belief that achieving success with analytics involves a continuous partnership that enables our customers to realize best-in-class speed to intelligence and improved business operations. When our customers implement the Eureka family of products, they should reasonably expect to make money as a result.”
CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s Eureka product portfolio automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit http://www.callminer.com.