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TelecomsTalk | January 19, 2019

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CallMiner and Cloud9 Announce a Strategic Partnership to Bring Customer Engagement Analytics to New European Markets

Editor

CallMiner, the leader in speech and customer engagement analytics solutions, and Cloud9 Business Analytics, a leading provider of cloud-based Workforce Optimisation (WFO) solutions, today announces a strategic partnership to bring robust cloud-based enterprise speech analytics to small and midsized businesses (SMBs) in the UK. With the support of over 20 languages and dialects, CallMiner Eureka will also allow the partnership to expand to other European markets.

“We were looking for a like-minded partner that would allow us to bring speech analytics to the SMB market and also support chat, email, text, social media and other communications channels as many of our customers are asking for this capability. We found that partner in CallMiner,” says Keir Woolhouse, Business Consultant at Cloud9 Business Analytics.

“CallMiner and Cloud9 share a common commitment to empower contact centres that want to improve customer engagement and the rate of positive outcomes by automating the otherwise labour-intensive QA process and then extracting actionable insights from 100% of customer interactions. With CallMiner Eureka and our overlay of managed services we can deliver on this promise,” Woolhouse continues.

With the CallMiner suite of Eureka products, Cloud9 enables SMB contact centres to improve agent performance, enrich the customer experience, reduce operational costs, mitigate regulatory compliance risk and increase revenue from sales/recovery. In addition, Cloud9 collaborates with Ember Services to provide a Managed Analytics service that delivers tangible and valuable business improvements and maximises the return on investment in the shortest timescales. Ember’s experience in customer management provides the practical know-how to deliver actionable insight – not just data – enabling contact centres to reap rewards without the need for upfront skills, further investment or license fees.

“We are excited about our partnership with Cloud9 and their focus on the SMB market in the UK and other European countries. Both companies are committed to helping businesses improve customer engagement and business outcomes. With our enhanced language support and Cloud9’s experience in the market, we will be able to build our presence throughout Europe and better serve the market,” says Frank Sherlock, VP International at CallMiner.

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