Sitel, a leading BPO company, announced its partnership with CallMiner, a speech analytics software provider, to assist its clients to enhance conversations with their customers.
The contact center outsourcing company said it will be able to analyse the speech of more than 2 million interactions the BPO company manages worldwide daily, providing real-time analysis of how to improve customer experience, while reducing costs, and increasing efficiency.
“The partnership with CallMiner allows our group to go deeper into our efforts to provide more insights into how brands are performing, what is driving customer loyalty, and find personalized tips to make more strategic decisions about the customer experience,” Arnaud de Lacoste, co-founder and CMO of Sitel Group, said.
The speech analytics solution from CallMiner is designed to help brands understand the root cause of customer interactions through topic analysis and outlier identification. The speech analytics solution will improve performance between call center agents and customers across multiple channels.
Sitel will integrate the CallMiner analytics solution as part of Sitel Insights which specializes in data discovery, data mining and customer journey analytics. Sitel Insights mines data to understand and improve the customer experience by applying diagnostic and predictive analytics to impact business outcomes.
Sitel Group has already the CallMiner analytics solution at a large U.S telecommunications provider and reduced call time by more than 10 percent and reduced handle time by almost one minute.
