ResponseTek, a provider of customer experience management (CEM) software solutions, has signed a formal agreement with CallMiner, a provider of enterprise speech analytics, to provide a combination of capabilities that will drive rapid improvement in quality and customer satisfaction metrics.
ResponseTek has provided call center-based customer experience solutions for more than six years, including multichannel survey capabilities, advanced workflow tools, and real-time analysis of large volumes of customer data. The addition of CallMiner’s speech analytics allows ResponseTek to interpret unstructured voice feedback within the ResponseTek Listening Platform, providing contact centers with a complete understanding of customer experience drivers.
"The partnership with CallMiner is an important strategic step in enhancing the single view of the customer experience with the addition of voice analytics," said Syed Hasan, president and CEO of ResponseTek, in a statement. "We share a common objective in helping our clients rapidly learn from transactional customer insight, and the combination of both companies' capabilities creates a compelling solution for our clients."
"ResponseTek is a clear leader and innovator in the customer experience management space," said Terry Leahy, president and CEO of CallMiner, in a statement. "CallMiner's powerful speech analytics platform enables ResponseTek to extract even more business intelligence for their clients and deliver on the voice of the customer promise."