Mercom Partners with CallMiner to Integrate Speech Analytics to its Suite of Contact Center Products
Mercom enables contact centers to produce and analyze reports on what customers are saying and how agents are performing
Lyndhurst, NJ, and Cape Coral, FL - May 19 2004 -- Mercom Systems, Inc., a leading provider of multimedia recording and agent evaluation tools for contact centers, today announced it has partnered with CallMiner, Inc., a provider of speech analytics tools designed for the contact center market, to integrate speech analytics to its suite of products. Mercom distributes integrated versions of CallMiner’s speech analytics and data mining technologies that use advanced speech recognition technologies to create searchable databases of voice transactions in contact centers.
“We’re very excited to be offering this cutting-edge product as part of our ongoing commitment to being a competitive leader in providing the latest tools for the contact center market,” said Bob Jagendorf, Director of Marketing at Mercom. “With the integration of CallMiner’s products with the Mercom suite, contact center managers gain valuable insight into what was said in recorded calls and are able to use that information to improve their business processes and gain new business intelligence.”
By integrating state-of-the-art speech recognition technologies, Mercom’s customers can turn recorded calls into text, and then mine for key words and phrases, which have been specified by contact center managers. That data is then converted into statistics, and users can search results and view trends in charts and detailed reports. For example, Mercom customers can be alerted if a competitor’s name is being frequently used or if phrases like, “I want to cancel my account” are increasing. The product can monitor whether representatives are reading specific disclosures, and companies doing sales audits can use Mercom CallMiner to easily find calls that resulted in a sale.
“Traditionally, call center supervisors have only been able to listen to a small sample of recorded calls to monitor what transpired, but with CallMiner’s TrendMiner and Tireless Supervisor, every call that’s recorded can now be analyzed and the information used to reveal trends, classify calls and score calls,” said Cliff LaCoursiere, SVP Sales & Marketing of CallMiner, Inc. “We’re pleased to be partnering with an industry leader like Mercom, to expand our reach into the call center market”
Integrated versions of TrendMiner and Tireless Supervisor are available immediately as part of Mercom’s suite of call center tools, which help clients retain customers and agents, reduce call handling time, enhance agents’ skills, and minimize training costs. Audiolog, Mercom’s award-winning open architecture system for recording, archiving, and playing back multimedia conversations, enables calls to be automatically recorded online and instantly retrieved for weeks, months, or years
About Us
Mercom Systems, Inc. is a leading provider of easy-to-use multimedia recording and evaluation tools. The company is privately held and headquartered in Lyndhurst, New Jersey. Mercom has been operating in the public safety and contact center markets since 1996, serving nearly 5,000 customers worldwide, and has developed a reputation for delivering highly-reliable, advanced recording technologies to contact centers across a wide range of industries. Mercom’s contact center products help clients retain customers and employees, reduce interaction handling time, enhance employee skill sets, increase revenue, and minimize training costs. For more information, contact Mercom at 201-507-8800 or visit www.mercom.com.
About CallMiner
CallMiner is a leading developer of speech analytics assisting contact centers in the analysis of recorded calls. CallMiner's core application automates the process of converting calls into searchable text for mining and analysis. CallMiner's advanced tool set enables contact center managers and executives to conduct ad-hoc queries and analyses of agent and customer interactions, while providing insight into what customers are saying and how agents are responding. Since CallMiner's tools are easy to use, managers in marketing, sales, customer service, and other organizations can now analyze mission critical information contained in recorded calls in real-time. For additional information about CallMiner and its analytical tools, call 239.573.9670. or visit www.callminer.com.
Contact Information
Mercom Systems, Inc., 9 Polito Avenue, 9th Floor, Lyndhurst, NJ 07071, Toll Free: 888-637-2661, Phone: 201-507-8800, Fax: 201-507-5554, info@mercom.com, www.mercom.com.
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Trademark
Mercom and Audiolog are trademarks of Mercom Systems, Inc. TrendMiner and Tireless Supervisor are trademarks of CallMiner, Inc. Other company, brand, product, and service names are trademarks or registered trademarks of their respective holders
