IP Integration (IPI), provider of customer engagement solutions, is enhancing its offer to contact centre clients of all sizes and across all industries following a partnership agreement with CallMiner, the award-winning platform provider of speech and customer engagement analytics.
The partnership will allow IPI to provide a platform for the quick deployment of proven engagement analytics to help contact centres receive enhanced analysis of client interactions. This further consolidates the company's provision of Managed Analytics Service (MAS), but allows for direct client consumption through CallMiner's Eureka product.
As well as allowing IPI's existing clients to benefit from valuable, unified business intelligence, the partnership with CallMiner will also allow IPI to introduce its new clients to CallMiner's Buyer's Journey, which is designed to deliver compelling insight to springboard them to the next level of VoC and VoCC programs.
IPI was looking for a partner that could not only deliver engagement analytics that were technology agnostic on multi-vendor infrastructure, but which would be as suitable for smaller contact centres as they were for large deployments. After assessing a variety of solutions, CallMiner's agile platform was found to offer agility and analytics that could be easily consumed by operational teams without requiring an onerous amount of additional resource. The company also impressed with its commitment to evolving the platform to meet new market demands and for its synergy with AI and automation.
Valur Svansson, Principal Consultant at IP Integration, said: "We are excited about the rich capabilities, ease of use and high impact of CallMiner. Contact analytics technology and methodology can now be economically accessed by SME contact centres, which in the past, have found them to be too cost prohibitive or too complex and time consuming to deploy. This has the potential to transform contact centre performance management."
CallMiner's Eureka speech analytics platform delivers insights by mining the interactions that organisations have with their customers. These interactions, whether inbound or outbound, audio or text-based are transformed into a business intelligence resource that can be explored interactively and from which structured metrics and supporting facts can be derived to facilitate monitoring and improvement of performance.
Joe Prentis, CEO, IPI, said: "Businesses will increasingly recognise that they will need contact centres to manage their ever-growing interactions with customers across different channels. To do this efficiently, they will need the right insight and expertise, to understand better their customer's needs and how to respond to them. We are now able to deliver that with CallMiner."
Frank Sherlock, VP International, CallMiner, said: "We are delighted that a company like IPI, which is known for delivering excellent value to its customers by offering only the best solutions in a feature-rich contact centre offering, has chosen CallMiner as its insight platform that will enable customers to deliver word-class customer service. Partnering with IPI enables us to deliver this insight in a seamless, turnkey fashion. All of us at CallMiner are excited about this strong and productive partnership."