Annual user conference highlights customer engagement analytics use cases and provides education and networking opportunities for attendees.
CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced that it honored three customers with LISTEN Awards for their achievements in speech analytics success at its annual user conference held between 23-25 October.
LISTEN 2018 awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.
Quentin (Quinn) Burrell, Business Analyst at financial services provider First Associates, received one of the prestigious LISTEN Awards for his efforts in spearheading implementation of the automated CallMiner Eureka agent scoring system. With this implementation, the team realized impressive improvements in key metrics associated with First Associates’ business objectives such as 25% improvement in call verification and 20% increase in payment collection rates. Additionally, Quinn and his associate Matt Lurie won the inaugural Hackathon award for their leading work in developing an advanced First Call Resolution category.
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Award Was a Culmination of the Entire Encore Team’s Efforts in Understanding Consumers, Their Interactions and Operational Processes
CallMiner’s second LISTEN Award winner was Pulkit Jain, Manager of Business Information Analytics at financial services provider Encore Capital Group, in recognition of his groundbreaking work leveraging consumer interaction data to create robotic call simulators along with driving dramatic improvements in TCPA consent rates and 90% reduction of manual PCI intervention.
The award was a culmination of the entire Encore team’s efforts in understanding consumers, their interactions and operational processes to create the code and underlying work that supports product development.
The third recipient of the 2018 LISTEN Award was Marvie Wright, Director of Leadership and Sales Training at marketing and customer engagement solution provider Dialog Direct for developing and implementing their client-focused sales training program powered by speech analytics, which continues to drive sustained improvements to their sales efforts including 10% increase in close rates and 8% improvement in quality scores.
“Each year we are blown away by the business impact and innovation highlighted in the submissions for LISTEN Awards,” said Scott Kendrick, Vice President of Marketing at CallMiner.
Scott added, “It’s a challenge to select three winners with the amazing results achieved by all nominees. We love to recognize our customers in this way and allow them to share their speech analytics journey with the rest of our CallMiner users. The collaborative atmosphere of the LISTEN conference is the perfect venue to highlight their success and allow others to learn from it and take ideas back to their companies.”
This year’s event was host to 300 customer engagement professionals and featured over 50 sessions, with 80% of the content presented by users of speech analytics, sharing best practices, lessons learned, and results.
“The sessions are focused on actionable learning and ways to use CallMiner to improve your business,” said Jannet Zamora, Vice President of Communications at First Associates.
Jannet added, “We value that the event is truly a forum to exchange ideas and collaborate on new innovation in our respective industries.”
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Rosemary Bennett, Senior Vice President of Strategic Accounts of Sitel Group, said, “What I love about this is that it’s not just a conference and a place to learn, it’s a community. I really believe there is something going on here where users are really supportive of each other and willing to share best practices.”
LISTEN 2018 sponsors included: Platinum – Nuance and Sitel Group; Gold – Aspect, Five9, TCN, Contact Center Compliance, Authority Software, nGUVU; Silver – KirkpatrickPrice, LiveVox, GM Voices, Co-Nexus, and Ember.
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Currently, CallMiner empowers organizations of any size to extract and take action on intelligence from customer interactions for improving customer experience, sales, marketing, and compliance, as well as agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018.
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