Page 9 - TelecomReseller OctNov 2017

October/November 2017
Telecom Reseller 9
CallMiner Enhances Clients’ Ability to Gain Insights from Customer Engagement Analytics
Premium Audio, Multi-Device Connectivity Make Plantronics Blackwire Line the New Go-To Headsets for the Enterprise
Expanded compatibility in Blackwire 5200 and Blackwire 3200 Series gives professionals the exiblity and con dence to make and accept clear, high-quality calls from multiple platforms
SANTA CRUZ, CA - Plantronics (NYSE:PLT), an audio pioneer and communications technology leader, has announced the Blackwire 5200 Series and Blackwire 3200 Series. With sleek, updated designs, professional-grade audio, and a range of product choices at varying price points, the new Blackwire headsets connect to laptops, PCs and smartphones[1] for seamless communication.
“ e Blackwire family has consistently delivered for our customers and remains one of our top-selling product lines,” said Gavin Sear, Manager, Global Product Marketing
at Plantronics. “ e Blackwire 5200 Series and Blackwire 3200 Series step up the line’s
.... To read more please visit
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Playbooks o er a six-step approach to gathering information and developing actionable analytics insights. Clients at LISTEN 2017, CallMiner’s conference for users and customer engagement professionals will receive the rst set of playbooks.
CallMiner, the leading platform provider of award-winning speech and customer engagement analytics, has announced it is
o ering Eureka Success Playbooks, an ongoing dynamic series of in-depth and ROI-focused guides that accelerate Eureka users’ achievement of business objectives. e guides are designed to help clients measure metrics such as
the “customer experience” and “call center e ciency” by attaching dollars and call center statistics to them.
e Eureka Success Playbooks are based
on ve business values — Call Center E ciency, Customer Experience, Performance Management, Sales/Collector E ectiveness, and Risk & Compliance. Each playbook contains a series of relevant “plays” and their associated ROI metrics. Along with the Eureka platform and out of the box content, these step-by-step guides further strengthen the company’s focus on enabling customers to achieve new and sustainable results.
“Our training e orts at CallMiner are focused not only on how to use the Eureka solution,
but also guiding our clients on how to produce repeatable and measurable ROI from various call metrics,” says Anne Dawson, Director of Customer Acceleration at CallMiner. “ e Playbooks provide step-by-step guides at the beginner through advanced level which can
be tailored to a client’s speci c industry. We setup the Playbooks to cover the most common use cases that help clients to perform better or reduce risk while achieving quanti able results.”
e Playbooks are designed within the well- known Six Sigma structure, each one following the same path that guides users towards new insights. e phases are:
De ne – where the client gathers relevant metrics, such as cost-per-call as it relates to the speci c ROI realization
Measure – determine what content (Searches, Categories and Scores) will be used in the evaluation; create and/or tune the content
with speci cations personalized for the client’s industry
Analyze – walks clients through how to
analyze the content through the various Eureka components including Search and Agent Explorer and utilizing various Eureka features such as Topic Miner & Customer Journey Improve – where ndings are documented and suggestions are made for improvement – where the actions are taken based on the output of the analyses
Control – continuously monitor the content
in order to evaluate the impact of the corrective action and calculate the ROI realization
“We’re launching these Playbooks at
our LISTEN 2017 conference because
they complement our agenda sessions and discussions that are geared towards maximizing speech analytics value for our clients,” says CallMiner CEO, Paul Bernard.
“We’re consistently improving both our product o ering and our training methods to help our clients be successful and further cement our place as the market leader in our space.”
For more information about the CallMiner Playbooks, visit https://www.listen2017.com/ success-playbooks/.
More at www.callminer.com. ■
Konica Minolta Empowers the Future
...continued from page 5
e new solution is compatible with a wide range of phone services and can be tailored for distinct customer needs – an important feature in Konica Minolta’s mission to create greater value for all customers around the globe.
“We’re very happy to introduce Managed Voice to existing and new customers nationwide leveraging the expertise of
an industry veteran like TLS.NET,” said Todd Croteau, President of All Covered. “All Covered is a trusted Managed IT services partner among businesses and now we’re proud to enhance our portfolio with Managed Voice, a core asset in our Workplace of the FutureÔ portfolio.”
More at http://kmbs.konicaminolta.us/. ■
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