Speech Analytics solution deployed across the US

Phillips & Cohen Associates, Ltd. has implemented CallMiner’s speech analytics solution across their US operations.

The Eureka platform provides real-time automated monitoring, agent and supervisor alerting tools, as well as post-call analytics. Phillips & Cohen Associates, Ltd. is the first third-party probate agency to use the EurekaLive solution which monitors call center conversations in real time and alerts agents and supervisors of key events, such as script compliance and changing acoustic sentiment.

“Our business stands on a commitment of ensuring a compassionate and compliant experience for consumers and brand protection for our clients.  As the probate recovery industry has evolved and changed in the face of regulatory requirements, we strive to innovate processes and partnerships to continually expand on that commitment,” said Howard Enders, President and COO of Phillips & Cohen Associates, Ltd. “We are thrilled to be the only probate agency offering the unparalleled level of compliance oversight that CallMiner’s product provides, and to continually invest in partnerships such as this to illustrate our unwavering focus on a compliant and compassionate consumer experience.”

The solution also features the Agent Assistant, which leverages real-time speech analytics to provide agents time-based or event-driven script reminders and next-best action guidance to help call centers model their best agent.

“Phillips & Cohen Associates understands the importance of maintaining compliance and using the best available technologies in an increasingly complex regulatory environment,” said Terry Leahy, Chief Executive Officer at CallMiner. “Their team also understands the importance of maintaining an excellent reputation for customer service.”