CRM Solution: CallMiner And SPSS Align To Provide Organizations With Superior Analytics Capabilities
CallMiner, the leading developer of advanced speech analytics, and SPSS Inc., one of the leading provider of predictive analytics software, recently announced they have joined forces to enable organizations to derive the most value from customer conversations to improve sales, marketing and customer service abilities.
By aligning CallMiner's speech analytics solution, CallMiner Eureka!, with the SPSS predictive enterprise platform, CallMiner and SPSS will provide businesses with the ability to not only determine why customers are calling and how calls are handled, but also to take that analysis a step further to determine future customer behavior. As a result, companies can then take appropriate actions to drive the best possible outcome.
CallMiner Eureka! is the only speech analytics solution that automatically analyzes and reports on the content, context, purpose and result of every recorded conversation handled by contact center agents. It accurately mines and analyzes every word of every call, as well as captures acoustic data (tempo, silence and stress), meta-data and customer information to provide a complete picture of all calls and their outcomes, according to the company.
SPSS predictive analytics technology provides organizations with on-demand insight into both structured and unstructured data (call center notes, email, blogs and Wikis), allowing them to better understand each business situation, accurately predict which factors will have an impact on future performance and give decision makers the information needed to take effective action. The addition of voice data enables SPSS to text mine huge repositories of untapped information and, at the same time, factor in important attributes like voice stress and emotion.
"SPSS is the market leader in predictive analytics, and together we provide a powerful offering for companies' contact centers," stated Cliff LaCoursiere, CallMiner co-founder and senior vice president of business development. "Our complementary solutions offer enterprises a way to not only automatically capture and easily analyze every recorded conversation, but also to better anticipate future customer actions, providing business intelligence that can be immediately leveraged for business process improvement."
SPSS's Patrick McCue, vice president of worldwide alliances, added, "CallMiner is recognized for its technologically advanced speech analytics. Together, we enable businesses to really listen to their customers and, more importantly, understand what they're saying so that action can be taken. It's a significant competitive advantage for those who utilize it."
About CallMiner
CallMiner is the leading developer of solutions that provide near real-time customer intelligence from recorded conversations. CallMiner's advanced speech analytics solutions enable managers and executives to conduct ad-hoc queries and analyze 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, Sigma Partners, Village Ventures and In-Q-Tel. For additional information about CallMiner Inc., visit www.callminer.com, or call 239-689-MINE.
About SPSS Inc.
SPSS Inc. is a leading global provider of predictive analytics software and solutions. The company's predictive analytics technology improves business processes by giving organizations forward visibility for decisions made every day. By incorporating predictive analytics into their daily operations, organizations become Predictive Enterprises—able to direct and automate decisions to meet business goals and achieve a measurable competitive advantage. More than 250,000 public sector, academic, and commercial customers rely on SPSS technology to help increase revenue, reduce costs, and detect and prevent fraud. Founded in 1968, SPSS is headquartered in Chicago, Illinois. For additional information, please visit www.spss.com.
SOURCE: CallMiner and SPSS Inc.