CallMiner, the award-winning platform provider of speech and customer engagement analytics announced its partnership with PTP, a leading customer experience (CX) consulting firm. PTP provides organizations with CX-focused solutions that drive revenue and improve experience-based metrics.
The company has worked extensively with contact centers to replace outdated systems and connect internal knowledge management and CRM systems. PTP’s focus is the entire CX experience – including customer journey maps, process optimization, and technology innovation – to help organizations provide a seamless, omnichannel experience for their customers.
“Our business exists to improve our clients’ operations and deploy technologies across all channels to deliver the optimal customer experience,” said PTP’s President, John Podlipnik. “We offer CX strategy, implementation and support services, and are always looking for the right technology partners such as CallMiner that offer tremendous value for our clients. By leveraging CallMiner’s speech analytics, we’ll provide contact centers with an entirely new layer of intelligence that reflects every customer interaction. They’ll uncover how their agents’ phrasing and tone improves customer satisfaction and retention, directly increasing revenue.”
CallMiner’s Eureka platform, along with PTP’s custom integration services, provides organizations with an effective way to capture 100 percent of interactions that contact center agents have with customers and then turns them into searchable text. In addition to providing data on customer preferences, Eureka provides sentiment analysis to better understand how customers feel about products, promotions, and brands. The platform analyzes sentiment based on certain language used in conversations as well as the tone, amount of stress in the voice and the rate and volume of speech. By objectively measuring sentiment and other desired behaviors, companies receive the feedback they need to improve the customer experience in near real-time across 100% of their contact center engagements.
“We’re thrilled to partner with PTP to provide their clients with meaningful data on how to improve call center metrics,” says CallMiner CEO, Paul Bernard. “They’re focused squarely on the customer experience as a whole, and desired a customer-focused platform that would transform call center operations. We look for partners, like PTP, that want to help organizations take action on the insight extracted through speech analytics and we value their contribution toward broader adoption of our technology.”