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CST: 22/08/2019 00:11:34   

CallMiner Partners with Teleperformance Subsidiary Praxidia to Offer Voice of the Customer Interaction Analytics Solutions

92 Days ago

CallMiner AI-fueled Speech Analytics powers Praxidia’s Enterprise Feedback Management solutions

WALTHAM, Mass., May 21, 2019 (GLOBE NEWSWIRE) -- CallMiner, the leading provider of speech and customer engagement analytics solutions, today announced its partnership with consumer consultancy Praxidia Knowledge Services, a specialized subsidiary of the Teleperformance Group, to optimize agent quality and customer satisfaction for contact centers and customer experience (CX) teams across the globe.

Powered by the CallMiner platform, Eureka, Praxidia’s professional services will deliver data-driven insights based upon customer intent, action and emotion; along with agent performance metrics and show how they remain compliant and represent the brand. Through this partnership, Praxidia customers can outsource 100% of their agency quality management needs including deployment, category customization and tuning, and reporting, as well as agent training and coaching across multiple geographies and languages.

“Our organization is built around gathering insights to fuel our analytics, consulting and digital transformation services,” Paolo Righetti, CEO Praxidia Knowledge Services said.  “CallMiner and Praxidia are driving business intelligence from the call center with language-specific customer experience applications across Italian, French and German-speaking organizations.  Through partnering with CallMiner, we’re able to take our solutions to the next level through real-time interaction processing capabilities.”

With the addition of CallMiner’s technology, Praxidia customers will benefit from:  

  • A scalable, flexible solution that seamlessly integrates into the business within days of deployment.
  • Personalized services tailored to meet their unique needs, as told by the organization’s own historical and real-time data.
  • Unmatched accuracy to guarantee situations are acknowledged and addressed in real-time.

“Praxidia managed analytics and consulting services, as part of one of the world’s largest Business Process Outsourcers (BPO) Teleperformance, offers customers exceptional expertise with scalability, confidence and geographic presence,” said Paul Bernard, president and CEO of CallMiner. “CallMiner’s ability to more quickly and persistently consolidate actionable insight from voice and multichannel interactions in both real-time and post-call provides Praxidia with agent quality management and CX benefits that boost customer satisfaction and build a competitive advantage.”

CallMiner and Praxidia are driving business intelligence from the contact center within North America and for language-specific content across Italian, French and German-speaking organizations. CallMiner insight will also contribute to Praxidia’s suite of industry vertical applications for customer experience analytics that deliver immediate business value.

For an example of Praxidia client success with CallMiner Eureka, visit the CallMiner Learning Center.

About CallMiner

CallMiner empowers organizations of any size to extract and take action on intelligence from customer interactions, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, www.callminer.com.

About Praxidia

Praxidia is a new and unique consultancy business based on the Teleperformance Group’s massively successful global expertise in omnichannel customer experience management and its extensive ongoing insights into customer behavior. Praxidia exists to increase the value of customer interactions and create new opportunities for its clients and their customers by applying the advanced research, analytics, and operational experience of Teleperformance from over the past 40 years in more than 160 world markets.

 

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Alexandra Aguiar
Corporate Ink for CallMiner
617-969-9192
callminer@corporateink.com

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