CallMiner’s Eureka Platform Gives Dialog Direct Analytics of 100% of Call Center Conversations for Unparalleled Insights into the Relationship between Agents’ Actions and Customer Satisfaction
Waltham, MA, Oct. 12, 2017 — CallMiner, the award-winning platform provider of speech and customer engagement analytics, announces today its selection by Dialog Direct, a marketing and customer engagement solution provider that helps brands connect with their customers. CallMiner’s Eureka platform and MyEureka solution provide Dialog Direct with a complete proven call analytics platform that transcribes 100 percent of customer conversations into searchable text.
Dialog Direct utilizes Eureka to improve various aspects of its customer service including agent adherence to coaching and training, specifically in regard to proper call flow processes. The Eureka platform helps guide agents towards a more consultative sales approach that engages the customers, and improves important agent metrics including close rates and activation rates.
“We require a proven call monitoring and analytics solution that works seamlessly with our multichannel customer service and marketing platforms” said Dave Drayton, Chief Sales & Solutions Officer at Dialog Direct. “CallMiner adds another layer of insight and intelligence that we can provide our service team for improved customer care. Their solutions fit well with our core services, which improve engagement among customers by offering personalized and relevant experiences and dialogues. We also appreciate their hands-on approach and willingness to guide our team through the proper organizational processes.”
Dialog Direct leverages the analytics insights to refine its tactics at both the individual agent and entire department level. Eureka provides objective and accurate actionable data that can only be captured when monitoring 100 percent of agent-to-customer interactions. The Eureka platform detects when agents are not following compliance language, failing to use empathy-based language, or cutting calls too short before attempting to close a sale.
“We’re thrilled to work with Dialog Direct, an industry leader that helps brands to manage the multi-channel customer journey,” says CallMiner CEO, Paul Bernard. “Eureka provides them with the complete picture of agent performance because it captures every call and every spoken word. Dialog Direct is already achieving positive improvements in their key agent metrics as their coaching and management team now have context into what’s happening on every single call.”
For more information about the capabilities of the Eureka platform, visit https://callminer.com/products/eureka-speech-analytics/.
About Dialog Direct
Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 4,500 team members across 12 locations, the company offers a full range of sales and marketing support services – direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics – to help its clients build lifelong customer relationships. Please visit http://www.dialog-direct.com or call 800-523-5867 for more information.
CallMiner believes that fast resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and near real-time feedback, 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, including seven Speech Technology implementation awards in the past five years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. www.callminer.com.