Success in sales performance and contact center efficiency fuels early results.
CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, announced at Five9 CX Summit that Sekure Merchant Solutions is seeing early success in its implementation of CallMiner Eureka as its speech and engagement analytics solution. CallMiner Eureka is provided to Sekure Merchant Solutions through their cloud contact center provider Five9, a CallMiner reseller.
Sekure Merchant Solutions is a leader in credit card processing sales, service, and support. They sought to improve quality management and sales effectiveness, as well as decrease agent attrition within their contact center with speech analytics. After reviewing vendor options, Sekure engaged in a free Test Drive with CallMiner via Five9 to understand the insights they could uncover with CallMiner Eureka. The Test Drive revealed how agents were handling sales pitches and rebuttals. Automated scoring also identified and prioritized opportunities for agent training.
“In the first two months of production use across multiple sales campaigns, we have increased our same-week lead to sale conversion by 30-55% directly as a result of CallMiner Eureka scores,” said Matt Coffey, General Manager of Technical Projects. “We have also identified tens of thousands of highly valuable mis-dispositioned leads that were essentially being removed from our lead pool and revenue stream. We’ve been very pleased to already see a return on our speech analytics investment this quick.”
Sekure Merchant Solutions selected CallMiner Eureka for the data-driven insight available from 100% monitoring of agent interactions for automated quality management and sales training. Eureka will help Sekure Merchant Solutions identify opportunities to increase contact center efficiency by uncovering excessive silence, reducing manual call categorization, and tracking barriers to first call resolution. For sales conversions, Eureka will measure the effectiveness of sales pitches, analyze when agents are selling and the result, and monitor behaviors in missed sales conversions.
“More organizations today are realizing that data-driven analysis derived from customer interactions is a fast path for revenue generating action as well as contact center optimization,” said Paul Bernard, CallMiner CEO.
Paul added, “Sekure Merchant Solutions’ use of CallMiner Eureka embraces these benefits with their payment processing innovation driving sales results with enhanced quality management.”
“Our partnership with CallMiner offers industry-leading speech analytics to joint users,” said Walt Rossi, VP Business Development, Five9.
Walt added, “The ability to acquire rich interaction intelligence within the Five9 platform empowers organizations of all sizes to effectively improve customer experiences, optimize efficiencies, and encourage sales, support and compliance results.”
CallMiner is a Gold sponsor of Five9 Summit and will be hosting a roundtable lunch on May 15th at 12:00 to discuss how people and process ignite ROI with speech analytics technology, as well as a breakout session titled Automating Agent Performance through Analytics to Optimize the Customer Experience on May 15th at 1:00. Please join the sessions or visit the CallMiner booth to learn more about customer success with speech analytics.
