SOURCE: Aspect Software

May 23, 2007 12:00 ET

Aspect Software Quality Management and Recording Solution Delivers Integrated Speech Analytics Through CallMiner Partnership

Solution Enhances Business Performance by Giving Contact Centers Critical Insight Into Every Customer Interaction

CHELMSFORD, MA and FORT MYERS, FL -- (MARKET WIRE) -- May 23, 2007 -- Aspect Software, Inc., the world's largest company focused solely on the contact center, and CallMiner, a leading developer of speech analytics solutions, today announced that Aspect® Quality Management™, the Aspect Software call logging and quality monitoring product, now offers integrated speech analytics through CallMiner Eureka!, the first speech analytics solution that automatically analyzes and reports on the content, context, purpose and outcome of every recorded conversation.

Together, Aspect® Quality Management™ and CallMiner Eureka! provide a user-friendly interface that automatically highlights significant trends and/or variations that can impact customer satisfaction, agent quality, sales performance and marketing effectiveness. This new level of customer and business intelligence enables companies to immediately act to improve performance.

"Our customers are becoming increasingly more interested in how speech analytics can enhance their business processes and we are committed to delivering solutions that enable them to do so," said Brian Derr, vice president of quality management solutions for Aspect Software. "By partnering with CallMiner to add this functionality to Aspect Quality Management, we are meeting a significant need that will ultimately help our customers improve the experience they deliver to their customers."

"The combination of CallMiner Eureka! and Aspect Quality Management is a unique and powerful one that can really help companies uncover critical information about their customers and their business," said Jeff Gallino, co-founder and CEO for CallMiner. "Users will see tangible productivity improvements very quickly with this solution."

Aspect Quality Management, from the Aspect Software Contact Center Performance Optimization product line, provides total call and screen recording and is a complete quality management solution to record, store, and evaluate any or all customer interactions, helping contact centers improve performance, comply with regulations and meet and exceed business goals. The product supports secure administration, search, retrieval and scoring from a central web site for both single-site and complex multisite contact center environments. Recordings can be easily accessed using a wide variety of criteria including call meta data such as customer account number or agent ID. This meta data is shared seamlessly with CallMiner Eureka! and speech analytics results can be fed back to Aspect Quality Management to more effectively drive business improvements and measure quality. Aspect Quality Management also has the ability to incorporate customer feedback directly into the actual interaction scorecard that evaluated the customer's specific interaction. This enables the business to evaluate the effectiveness of its contact center from the customer's perspective as well as from the manager's and agent's perspective.

CallMiner Eureka! is the only application that accurately mines and analyzes every word of every call, while measuring additional call information, including acoustic data (tempo, silence and stress), meta-data and customer information, and automatically delivers that information in a way that it can be used and applied to business improvement.

"The partnership announced today by Aspect and CallMiner represents an increasing tendency in the market to integrate speech analytics technology into overall contact center operations. Interest in analytics is rising on all fronts, as customers look for solutions to help them gain insight into vital customer and business operations data and allow them to rapidly act upon what they have learned," said Ri Pierce-Grove, associate analyst at Datamonitor.

About Aspect Software

Aspect Software, Inc. founded the contact centre industry and is now the world's largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centres around the globe. Its trusted Signature product line offers automatic call distributors (ACDs), diallers, voice portals and computer telephony integration (CTI). The company's leading Contact Center Performance Optimization product line provides workforce management, quality management, performance management and interaction optimization applications. And, its pioneering Unified IP Contact Center product line delivers a comprehensive, multichannel solution. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.

About CallMiner

CallMiner is the leading developer of solutions that provide near real-time customer intelligence from recorded conversations. CallMiner's advanced suite of applications enables managers and executives to conduct ad-hoc queries and analyze conversations between agents and customers, while providing insight into why customers call, what they are saying and how agents are responding. The CallMiner suite of applications augments and helps fully utilize existing enterprise class monitoring and CRM initiatives. Leading institutional investors include Inflexion Partners, Intersouth Partners, Sigma Partners, Village Ventures, and In-Q-Tel. For additional information about CallMiner, Inc. visit www.callminer.com, or call 239-689-MINE (6463).

Aspect, Quality Management and Aspect Software are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

Contact Information

  • Contact:
    For CallMiner
    Jessica Mularczyk
    (617) 729-3190
    Email Contact

    For Aspect Software
    Aleassa Schambers
    (630) 227-7969
    Email Contact