By Allan Maurer
FORT MYERS, FL – When you make a call to your cable company, bank or a retail service center these day, you’re likely to be advised the call may be recorded. But now, rather than having a customer service exec evaluate a statistically insignificant number of calls, software can analyze 100 percent, says Terry Leahy, CEO of CallMiner.
Often, he says, supervisors in a contact center listen to maybe 5 percent of the total calls coming in. “They derive hugely important assumptions from that limited sampling of calls and the statistical validity is almost guaranteed to be wrong,” he adds.
“Our Eureka technology offers and enterprise the ability to automate that process and analyze 100 percent of the calls.”
Searchable by key words
The calls are searchable by key words, can pinpoint angry speech and when competitors names are mentioned. It helps clients correct operational and customer service problems quickly.
CallMiner has as customers the largest contact center in the world, the largest contact center system in North America, four of the top seven largest cable television system operators and other Fortune 500 firms. Its clients include Continental Airline, Daimler Financial Services, and Comcast, among others.
One of the largest utilities in the United Kingdom uses CallMiner and has dramatically improved its customer satisfaction by listening more effectively to what their customers are telling them, says Leahy.
He says a large software service company did a major upgrade to its core product last year and used CallMiner’s technology to listen to their customers talk about the effectiveness of the product.
“They got early warning of product efficiencies and operational problems in control centers. They saved millions and had one of the best product launches in the history of the company because for the first time they were able to hear what customers did and didn’t like,” he says.
Negative trends can destroy a brand overnight
Leahy says that Enterprises are waking up to the reality that in an era of social networking, a negative customer service trend can destroy a brand over night. “The market is beginning to take this seriously and our revenue will double again this year,” he says.
CallMiner has raised $18 million in venture backing, including a $5 million C round last year. Investors include Intersouth Partners, Sigma Partners, and the intelligence community’s venture arm, InQtel.
Leahy says it looks as if the company will raise another round. CallMiner is one of 60 innovative companies presenting at the Southeast Venture Conference at the Ritz Carlton in Tysons Corner, Virginia, Feb. 24-25. (See: www.seventure.org for more information).
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Tags: call analytics, CallMiner, Florida, SEVC presenting companies, Virginia
