Enkata and CallMiner Announce Partnership
Partnership Targets Service Operations with All-Inclusive and Innovative Performance Management and
Speech Analytics Solutions
April 21, 2011 11:13 AM Eastern Daylight Time
SAN MATEO, Calif. & FORT MYERS, Fla.--(EON: Enhanced Online News)--CallMiner Inc., the leader in
speech analytics, and Enkata, leader of cloud-based workforce analytics software, today announced an agreement
to jointly bring to market a workforce optimization solution that extends Enkata’s Workforce Analytics Suite to
include CallMiner’s Eureka 7.2 speech analytics. The combined performance management solution will provide
global service operations with tools to improve the customer experience, reduce operating costs and successfully
drive their strategic initiatives.
“Our companies have a shared vision for where speech analytics fits into a broader performance management
solution,” said Dave Stamm, president and chief executive officer of Enkata. “The addition of speech analytics
strengthens a core Enkata differentiation – the application of analytics to systematically change the customer
experience by identifying broken processes and improving employee performance. Speech analytics provides
additional new data to further support process change management, quality assurance and agent development
CallMiner’s President and Chief Executive Officer Terry Leahy said, “CallMiner is very pleased to partner with
Enkata as we believe they deliver exceptional value to the contact center for Quality Assurance, Performance
Management and Workforce Analytics solutions. We also believe CallMiner Eureka’s scoring, indexing and
categorization functionality received via Enkata’s product portfolio provides an exceptional way for organizations to
identify opportunities to improve overall performance.”
The fully integrated solution is available immediately for order from Enkata. For additional information, contact
Enkata is the market and technology leader in cloud-based workforce analytics software for service operations.
Enkata’s analytics-powered applications provide the intelligence and tools to systematically change the customer
experience by identifying broken processes and improving employee performance. Service operations for leading
global brands in financial services, insurance, consumer services, health services, retail, and more, use Enkata to
optimize employee performance, front and back office processes, and self-service channels. Enkata’s cloud-based
solutions analyze billions of calls and transactions per year helping our customers to better service their customers.
For more information, please visit www.enkata.com.
CallMiner is the leader in enterprise speech analytics. CallMiner Eureka enables organizations to hear and act on the
true voice of their customers as captured in contact center conversations. Eureka speech analytics automates the
overwhelming process of extracting information from customer calls uncovering consistent and reliable information
about customer demands, market trends, how well agents are meeting their service needs and more. This timely
business intelligence can be leveraged by enterprises to improve customer service and sales, reduce the cost of
service delivery, and identify areas for process improvements. CallMiner's customers realize improved customer
retention, higher first call resolution, greater agent and supervisor productivity and lower quality assurance costs. For
more information on speech analytics, please contact CallMiner at (239) 689-6463 or visit www.callminer.com.
CallMiner®, CallMiner Eureka!®, TopicMiner® and Tireless Supervisor® are registered trademarks of CallMiner,
Michelle Craft, 239-689-6463, ext. 177
Joseph McFadden, 650-227-6508