Witness Systems allies with CallMiner. (Strategic Alliances).Witness Systems recently announced a strategic alliance with CallMiner, Inc., a provider of speech recognition and trending technologies designed for the contact center market. Using Witness Systems' eQuality equality Generally, an ideal of uniformity in treatment or status by those in a position to affect either. Acknowledgment of the right to equality often must be coerced from the advantaged by the disadvantaged. Equality of opportunity was the founding creed of U.S. customer interaction recording software in conjunction with CallMiner's CoreEngine and TrendMiner solutions, joint customers can benefit from the ability to capture and evaluate customer intelligence gathered in their contact centers, as well as perform speech analysis and derailed trending on the information. The end result will help provide organizations with in-depth in-depth adj. Detailed; thorough: an in-depth study. in-depth Adjective detailed or thorough: an in-depth analysis analysis on emerging trends, new opportunities and improvement areas -- all through statistics and interactive charting that includes the frequency of topics and subjects that are most prominent in customer interactions. For example, users can quickly spot areas they need to analyze an·a·lyze v. 1. To examine methodically by separating into parts and studying their interrelations. 2. To separate a chemical substance into its constituent elements to determine their nature or proportions. 3. further through CallMiner's trending charts, such as when a competitors COMPETITORS, French law. Persons who compete or aspire to the same office, rank or employment. As an English word in common use, it has a much wider application. Ferriere, Dict. de Dr. h.t. mine is mentioned repeatedly during customer interactions. Similarly, if the phrase "c ancel my account" spikes spikes see peplomer. from an average of 25 to 100 times in a day, a company would be alerted to the growing number of dissatisfied dis·sat·is·fied adj. Feeling or exhibiting a lack of contentment or satisfaction. dis·sat  is·fied customers. After reviewing the trends, users can focus
on implementing the appropriate actions to address the situation and
retain the business. CallMiner's CoreEngine uses speech recognition
technology to enable businesses to create searchable databases Refers to databases on the Web that are searchable by typing in a query. The term is quite redundant because all databases are searchable. In fact, that is one of their major features. of voice
recordings in the contact center. The tool provides contact centers with
the ability to uncover and analyze trends in what customers and agents
are saying. The voice recordings captured through eQuality are used to
develop searchable data, enabling users to identify key words or phrases
in the interactions. Through its TrendMiner data mining tool, users can
perform simple searches for specific words, or construct complex rules
for analyzing emerging trends captured through customer interaction
recordings in eQuality. By then producing statistics that indicate the
subjects and frequency of topics, TrendMiner formats al l analytics into
an interactive charting tool that allows users to drill down into calls
for further detail. This trending capability can help contact centers
and their management teams make informed business decisions to improve
quality and customer satisfaction.
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