Speech Analytics Improves Property Sales

Foxtons will be adopting a speech analytics solution from CallMiner to help improve their customer service and sales performance.

Foxtons, an estate agency based in London and the South-East of England, will implement CallMiner’s speech analytics solution to better understand and improve customer service processes, sales performance, and market trends.

With the help of Eureka and EurekaLive software, the estate agency will be able to deliver high levels of service to real-estate sellers, buyers, landlords and tenants alike.

Advanced analysis of spoken call content is also expected to enhance the company’s ability to understand customer desires and allow the company to continue delivering top level customer service.

“Having the ability to look inside our customer interactions means that we can better serve our customers and gain an understanding of what our customers are saying to us every day,” said Dan Rafferty, IT Director at Foxtons. “In addition, the ability to naturally discover what is trending on our calls, without having to define specific searches, will give us a competitive edge when it comes to spotting new trends in the market.”

“We are delighted to be working with such a forward-looking organisation, one that excels at delivering the highest standards of customer service in their sector,” said Andy Palmer, Vice President International Sales at CallMiner. “Foxtons understands not only the importance of automating agent performance, but also the impact that makes in delivering a world-class customer experience.”

For more information about CallMiner, visit their website.