African Bank Implements Advanced Speech Analytics

African Bank has selected the CallMiner Eureka platform to better extract and operationalize insights from voice-based customer interactions.

“With CallMiner, we will be able to create an even stronger customer experience by analysing what our customers need, how they feel, and what we need to do, to deliver exceptional value and service,” said Basani Maluleke, CEO of African Bank.

“African Bank is fast becoming a pioneering data-driven South African organization, and our partnership with CallMiner is another part of our journey to make our organization synonymous with data excellence and to enhance our digital transformation.”

“At the core of our data strategy are our customers – to create an inclusive, personalized banking experience for them – and we believe CallMiner provides another tool to bring us one step closer to achieving this.”

CallMiner Eureka leverages artificial intelligence and machine learning to analyse every customer interaction, across all channels, to automatically uncover actionable insights and intelligence that organizations can use to improve business decisions.

African Bank will start analysing voice interactions through its three contact centres initially.

African Bank, which ranked number one in customer satisfaction in the 2019 Consulta SA Customer Satisfaction Index (SA-csi) report, will use CallMiner to extract deeper understanding of voice-based customer interactions to enhance customer experience, improve sales and collection processes, as well as automate and improve compliance scoring.

“African Bank has demonstrated its strategic focus to be a leader in customer service through the acquisition of CallMiner,” said Frank Sherlock, VP International at CallMiner.

“Organizations across all industries have the opportunity to enhance customer relationships, increase revenue and radically improve business performance simply by listening to customers and acting on the insights.”

“We know that African Bank went through an extensive and diligent evaluation process involving various international and local vendors, and we are delighted to have been selected as we expand our portfolio of customers in South Africa.”

Today, CallMiner is relied on by hundreds of leading banks, financial institutions, insurance companies, collection agencies and other businesses across the world.

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