January 22, 2013
Rimhub Partners with CallMiner
Rimhub, Inc., a provider of Outsourced Telecom BPO Services, recently announced that it has selected conversational analytics software from CallMiner (News - Alert), a company that provides speech and voice of customer analytics solutions for contact centers. Rimhub expects that Eureka will help the company to improve customer experience, reduce operating costs, and successfully drive top line growth.
Eureka provides performance insight from voice of customer analytics (text and speech analytics) through two means – an analyst application providing flexible ad hoc analysis of customer interactions and personalized performance portals for managers, supervisors and agents. Delivered as a cloud-based or premise solution, the solution captures customer conversations and associated metadata from any source communication system (call recorders, chat systems) and across multiple contact center sites and locations. Moreover, it also converts customer interactions (calls, chats, e-mails, social) into a consistent format for analysis, and automatically evaluates every contact for sentiment/acoustics, categorization, and performance scoring. Eureka uniquely scales to serve both large enterprise customers and smaller contact centers in technology, retail, financial services and collections, utilities, health services, communications, and travel industries.
“We are excited to partner with CallMiner, an industry-leading speech analytics solution provider. Through this partnership, Rimhub clients benefit from instantly identifying sales opportunities, up-sell and cross-sell opportunities, and customer retention issues,” said Srinath Narayan, CEO and President of Rimhub. “Rimhub, committed to continually providing the latest technology platforms across our suite of BPO services, chose to partner with CallMiner in order to offer a cost-effective way for our customers to vastly improve their customer service centers in terms of operations, marketing, and costs.”
“Partnering with Rimhub is a logical choice for CallMiner, as often customers in our target market prefer a turnkey outsourced solution. Rimhub is well aligned with CallMiner’s ability to provide cost-effective, seamless solutions that aim to improve contact center efficiency and the bottom-line,” states Kristen Mikovich, Chief Operating Officer for CallMiner. “Rimhub excels at creating value for its clients through its host of managed services. By offering our Eureka contact analytics solution to its customers, Rimhub extends its value to those who operate on- and offshore call centers.”
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Edited by Rich Steeves