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TMCNet:  Voxbone Customers Strike Gold in the Cloud Using Speech Analytics with CallMiner

[August 24, 2017]

Voxbone Customers Strike Gold in the Cloud Using Speech Analytics with CallMiner

Voxbone's (News - Alert) recently launched Speech Analytics service is now giving customers easy access to transformative data supported by CallMiner (News - Alert) Eureka. Pairing Eureka's insights with Voxbone's cloud-based voice communications and recording infrastructure means that users can dramatically improve agent performance with actionable call analytics-interactions that may have otherwise gone undocumented-without having to invest in extra equipment, staff or systems.

CallMiner has processed more than two billion hours of conversations for small agencies to Fortune 500 companies. Its flagship product, Eureka, is capable of offering industry leading speech recognition accuracy in more than 30 different languages and dialects. Coupled with Voxbone's extensive global reach and high-quality recording capabilities, Speech Analytics is designed to support international businesses and call centers with the most reliable transcriptions, tracking and insights possible.

CallMiner is focused on increasing efficiency and lowering costs associated with compliance, monitoring and customer support. Eureka gives businesses greater visibility into voice interactions and can measure for resolution times, beneficial sales behaviors and quality assurance-areas that can create opportunities to save time and resources and increase revenue. Supported by Voxbone's cloud-based communications services and high-quality recording capabilities, Speech Analytics provide a clear solution to the problems posed by both traditional telephony and in-house call monitoring.

"We are thrilled that Voxbone's customers will have access to CallMiner Eureka to help boost sales, streamline resolution times and generally increase visibility for their voice-based processes," says CallMiner Vice President of Global Business, Tom Wendt. "The customer engagement and agent performance metrics that Speech Analytics can offer Voxbone customers are not only of major value, but they're also easy to access without the need for extra equipment or dedcated staff."

"In working with CallMiner Eureka, Voxbone is giving its customers an opportunity to benefit from better visibility into and understanding of the voice interactions that are vitally important to a business, yet not so easy to extract," says Shachar Radin-Shomrat, Voxbone CCO. "Speech Analytics not only makes the process simpler, it also makes it more cost-effective, as calls and recordings take place in the cloud rather than through expensive on-premise hardware. This is an opportunity to transform voice interactions for the better, and we're thrilled to offer this service our customers."

About CallMiner

CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are empowered by insight and 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 six Speech Technology implementation awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum (News - Alert). www.callminer.com.

About Voxbone

Voxbone takes the complexity out of global telephony by providing local phone numbers and SMS services, on demand and via API, in more than 60 countries and 9,000 cities around the world. Our IaaS (Infrastructure as a Service) solution allows cloud communications providers, international carriers and enterprise contact centers to extend the reach of their voice networks on demand and at wholesale pricing.

Voxbone's happy customers include Skype, Zoom, Dialpad, CaféX, Orange (News - Alert) Business Services, foodpanda, Deutsche Telekom, Telefónica, 8x8, NTT Communications, InContact and Serenova. Want to know more? Come and check out our website at www.voxbone.com, read our blog or follow us on LinkedIn (News - Alert), Twitter or Facebook.


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