London, UK - CallMiner, the leader in speech and customer engagement analytics solutions, and Cloud9 Business Analytics, a leading provider of cloud-based Workforce Optimisation (WFO) solutions, today announces a strategic partnership to bring robust cloud-based enterprise speech analytics to small and midsized businesses (SMBs) in the UK. With the support of over 20 languages and dialects, CallMiner Eureka will also allow the partnership to expand to other European markets.
"We were looking for a like-minded partner that would allow us to bring speech analytics to the SMB market and also support chat, email, text, social media and other communications channels as many of our customers are asking for this capability. We found that partner in CallMiner," says Keir Woolhouse, Business Consultant at Cloud9 Business Analytics.
"CallMiner and Cloud9 share a common commitment to empower companies with call center software that want to improve customer engagement and the rate of positive outcomes by automating the otherwise labour-intensive QA process and then extracting actionable insights from 100% of customer interactions. With CallMiner Eureka and our overlay of managed services we can deliver on this promise," Woolhouse continues.
With the CallMiner suite of Eureka products, Cloud9 enables SMB contact companies with call center software to improve agent performance, enrich the customer experience, reduce operational costs, mitigate regulatory compliance risk and increase revenue from sales/recovery. In addition, Cloud9 collaborates with Ember Services to provide a Managed Analytics service that delivers tangible and valuable business improvements and maximizes the return on investment in the shortest timescales. Ember's experience in customer management provides the practical know-how to deliver actionable insight - not just data - enabling companies with call center software to reap rewards without the need for upfront skills, further investment or license fees.
"We are excited about our partnership with Cloud9 and their focus on the SMB market in the UK and other European countries. Both companies are committed to helping businesses improve customer engagement and business outcomes. With our enhanced language support and Cloud9's experience in the market, we will be able to build our presence throughout Europe and better serve the market," says Frank Sherlock, VP International at CallMiner.
Cloud9 provides innovative, cost-effective and compliant Call and Screen Recording and Workforce Optimization, and offers a unique pay-per-hour hosted speech and Multichannel Analytics solution. Delivered in the cloud, on premise or as a hybrid solution, we help organizations with call center and back-office environments achieve operational efficiencies via our Acquire-Analyze-Optimize™ approach.
Ember is a business services group providing specialist management consultancy, training and analytics, executive search and contract legal services. Ember has an unashamedly financial focus and is committed to achieving tangible business benefits. Recommendations for change are backed by robust analysis that validates investment decisions and underpins financial gains as well as strong programmer leadership. In this way Ember offers its clients a clear business case for innovation, change and transformation and a proven, capable partner to see it through.
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre agents and others responsible for customer engagement are empowered by insight and feedback in real-time, they can dramatically improve the rate of positive outcomes. With the tagline "Listen to Your Customers, Improve Your Business" our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.