Dialog Direct Implements CallMiner’s Speech Analytics


CallMiner has announced its selection by Dialog Direct, a marketing and customer engagement solution provider.

CallMiner’s Eureka platform and MyEureka solution provide Dialog Direct with a complete proven call analytics platform that transcribes 100% of customer conversations into searchable text.

Dialog Direct utilises Eureka to improve various aspects of its customer service, including agent adherence to coaching and training, specifically in regard to proper call-flow processes.

The Eureka platform helps guide agents towards a more consultative sales approach that engages the customers, and improves important agent metrics including close rates and activation rates.

We require a proven call monitoring and analytics solution that works seamlessly with our multichannel customer service and marketing platforms,” said Dave Drayton, Chief Sales & Solutions Officer at Dialog Direct.

“CallMiner adds another layer of insight and intelligence that we can provide our service team for improved customer care. Their solutions fit well with our core services, which improve engagement among customers by offering personalized and relevant experiences and dialogues.

“We also appreciate their hands-on approach and willingness to guide our team through the proper organisational processes.”

Dialog Direct leverages the analytics insights to refine its tactics at both the individual agent and entire department level. Eureka provides objective and accurate actionable data that can only be captured when monitoring 100% of agent-to-customer interactions.

The Eureka platform also detects when agents are not following compliance language, failing to use empathy-based language, or cutting calls too short before attempting to close a sale.

Paul Bernard

Paul Bernard

“We’re thrilled to work with Dialog Direct, an industry leader that helps brands to manage the multi-channel customer journey,” says CallMiner CEO, Paul Bernard.

“Eureka provides them with the complete picture of agent performance because it captures every call and every spoken word.

“Dialog Direct is already achieving positive improvements in their key agent metrics as their coaching and management team now have context into what’s happening on every single call.”

For more information about the capabilities of the Eureka platform, visit: callminer.com

Published On: 16th Oct 2017 - Last modified: 18th Oct 2017
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