Waltham, MA (PRWEB) April 29, 2013
CallMiner (http://www.callminer.com), the leader in speech analytics, announced today that Nautilus Inc. (http://www.nautilusinc.com), the premiere home fitness company, is leveraging insights from their new speech analytics system into powerful cost savings and process improvements. Nautilus implemented CallMiner’s conversational analytics platform, Eureka, in only two weeks and has already realized significant value after 4 months of using the system.
Nautilus has seen improvements in marketing intelligence, sales performance, compliance adherence, and operational efficiency by implementing speech analytics in their call center. Some of the company’s noticeable efficiency gains include:
•Lowering talk times, resulting in a 196% increase in the number of calls Nautilus answered within 20 seconds.
•A 36% reduction in abandon rate compared to similar months the previous year.
•Significant improvement to response times. A product issue was identified and solved within a day. Prior to speech analytics, it would have taken weeks or months to perform a root cause analysis.
“We are pleased that in a short amount of time we’ve been able to see so many quick wins,” said Jennifer Buffaloe, Senior Manager of Customer Support at Nautilus. “We’ve only scratched the surface on the program’s capabilities. Whether we are looking to drive efficiency or increase sales we know that CallMiner can help us make informed decisions and monitor our efforts.”
“Nautilus clearly recognizes the value that speech analytics brings to the table and it’s great to see positive results in a very short period of time,” said Terry Leahy, Chief Executive Officer at CallMiner. “Their team has done an amazing job of integrating speech analytics into their day-to-day processes.”
CallMiner Eureka uses conversational analytics data, both speech and text, pulled from phone, email, chat, social and more to reveal unique insights into the communications between a company and their customers. The system’s automated analysis of multiple channels gives companies the ability to convert all customer interactions (calls, chats, emails, social, etc) into a consistent format for analysis. This in turn allows for easier evaluation and comparison of agent and platform performance, as well as key call center metrics for a more complete picture of how yand company and their customers interact. Eureka also helps determine root contact causes through topic analysis and automatic outlier identification.
CallMiner recently did a webinar showcasing Nautilus’s speech analytics success story. To view this webinar, as well as CallMiner’s other video resources please visit http://www.callminer.com/learning-center/video-library/
CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. CallMiner Eureka 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.
Headquartered in Vancouver, Washington, Nautilus, Inc. is a global fitness products company providing innovative, quality solutions to help people achieve a healthy lifestyle. With a brand portfolio including Nautilus ®, Bowflex ®, TreadClimber ®, Schwinn ®, Schwinn ®TM and Universal ®. Nautilus markets innovative fitness products through Direct and Retail channels. Website: http://www.nautilusinc.com