CallMiner Launches Breakthrough Technology To Drastically Reduce Hardware Requirements For Speech Analytics Deployments
Virtual Server Room Technology Eliminates Cost and IT Barriers To enable Call Centers to Analyze 100% of All Recorded Calls
CallMiner, a leading developer of enterprise class speech analytics software, today announced the commercial release and deployment of its Virtual Server Room (VSR) technology. VSR combined with CallMiner's award-winning speech processing and Analytics Suite enables call centers to deploy medium and large scale speech analytics implementations with significantly less hardware than previously required.
VSR, a patent-pending software technology, changes the speech analytics landscape, because companies no longer have to engage in partial mining and sacrifice valuable data due to hardware constraints. Until now, there simply was not enough processing power available to mine 100 percent of all recorded calls in medium and large speech analytics deployments. Therefore, most recorded data is not analyzed, and valuable business intelligence is lost or ignored.
With VSR, a company's unused computing resources are used to power CallMiner's speech processing engine – eliminating the need for expensive, single-purpose servers required for speech analytics implementations. Through the application of a unique process, VSR employs the unused or idle processing power within a network to process large volumes of recorded audio for use by CallMiner's analytics. Though VSR is now being exclusively used with CallMiner's speech-analytics, it can also be customized to power other compute-intensive enterprise software applications.
Comcast Cable, the country's largest provider of cable, internet, IP-enabled phone service, and innovative programming will deploy CallMiner Virtual Server Room software to analyze recorded calls. "We have tested CallMiner's Virtual Server Room technology and are looking forward to a full deployment to extend our existing speech analytics capabilities to all of our recordings" said Joe Elias Call Center Technology Manager, Midwest Division for Comcast". This important innovation enables Comcast to take advantage of its investment in call recording equipment by giving us the ability to analyze more calls."
A typical 250-seat call center operating three shifts and recording 100 percent of calls can produce approximately 4,500 hours of recordings each day. Without CallMiner's Virtual Server Room, a high-performance speech analytics application would require approximately 30 separate, dedicated servers to collect the data and process the recordings into minable audio. The costs and IT staff needed to maintain these servers make such a deployment cost-prohibitive. In contrast, a CallMiner's speech analytics implementation would only require two servers to analyze the same volume of calls.
"CallMiner leads the speech analytics industry with a comprehensive suite of call analytics software," said Cliff LaCoursiere, co-founder and Senior Vice President of Business Development and Marketing of CallMiner. "VSR technology assures CallMiner's leadership position by bringing our partners and customers not only the most powerful speech analytics suite of products, but the ability to serve any sized enterprise economically. VSR is a breakthrough technology, and we anticipate the customers that have been on the fence due to hardware costs will quickly reconsider."
About CallMiner
CallMiner is a leading developer of solutions that provide near real-time business intelligence from recorded conversations. CallMiner's advanced suite of applications enables managers and executives to conduct ad-hoc queries and analyses of conversations between agents and customers, while providing insight into why customers call, what they are saying and how agents are responding. The CallMiner suite of applications augments and helps fully utilize existing enterprise class monitoring and CRM initiatives. Leading institutional investors include Inflexion Partners, Intersouth Partners, Village Ventures, and In-Q-Tel. For additional information about CallMiner, Inc. visit www.callminer.com, or call 239-689-6463.