New partnership combines speech analytics with customer experience tools

ResponseTek and CallMiner have entered into a formal partnership to create a combination of capabilities that will drive rapid improvement in quality and customer satisfaction metrics.

The addition of CallMiner’s speech and voice analytics allows ResponseTek to interpret unstructured voice feedback within the ResponseTek Listening Platform, providing contact centres with a complete understanding of customer experience drivers.

“The partnership with CallMiner is an important strategic step in enhancing the single view of the customer experience with the addition of voice analytics,” says Syed Hasan, President and CEO of ResponseTek. “We share a common objective in helping our clients rapidly learn from transactional customer insight and the combination of both company’s capabilities creates a compelling solution for our clients.”

“ResponseTek is a clear leader and innovator in the customer experience management space,” says Terry Leahy, President and CEO of CallMiner. “CallMiner’s powerful speech analytics platform enables ResponseTek to extract even more business intelligence for their clients and deliver on the voice of the customer promise.”