Archive for November, 2015

New CallMiner Eureka Platform Improves the User Experience and Speeds Time to Customer Insights

Thursday, November 19th, 2015

London, UK – Nov 19, 2015 CallMiner, rated first in customer satisfaction for interaction analytics, announced today the latest release of its flagship product, Eureka. The Eureka Fall 2015 release includes enhancements in user experience design, customer journey visualisation, root cause analysis and agent performance management workflows. New and improved capabilities of Eureka Fall 2015 will further accelerate the speed at which organisations can gain the intelligence required to boost contact centre performance and deliver better customer experiences, leading to increased revenue, compliance and efficiencies.

Eureka Fall 2015 has a significantly enhanced user interface, with a focus on ease of use and a responsive design optimised for a broader range of devices. The new application represents CallMiner’s platform for future development and will allow for an increased speed to market as CallMiner continues to evolve and expand its product line to support the changing demands of customer engagement centres and omni-channel customer journey analytics.

Eureka Fall 2015 includes several functional enhancements.

Search & Interaction Analytics
Improved search suggestions reduce effort to find contacts of interest. Specialised tools for the categorisation of interactions further simplify the creation of solutions that target specific business objectives. New views in automated topic discovery improve root cause analysis.

Agent Performance Management
More intuitive automated quality monitoring forms simplify the creation of agent scorecards. Scorecards are present for every interaction and an improved interaction details view, or call player, expedites performance review. Manual tagging features, commenting and manual score adjustments support quality monitoring and agent coaching workflows.

Customer Journey Analysis
Customer engagement professionals and quality analysts can view and measure various key performance indicators across the entire omni-channel customer journey through a new intuitive visualisation.

Data Interoperability
A more powerful Application Programmable Interface (API) with an improved Software Development Kit (SDK) enables customer and third party solution providers to easily extract interaction analytics data for greater flexibility and speed in developing custom workflows to solve specific business challenges.

Fast-Track™ & Improved Administration
New administration tools give customers greater control over the configuration of CallMiner Eureka, further reducing dependency on professional services. Fast-Track, CallMiner’s accelerated delivery model, gets customers up and running within days or hours.

About CallMiner
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre agents and others responsible for customer engagement are enabled by insight and feedback in real-time, they can dramatically improve the rate and speed of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.

Worldcom Public Relations Group Adds New Capabilities in US, Europe, Africa and Asia; Five Leading Agencies Added To Global Roster

Tuesday, November 10th, 2015

London, UK – November 10, 2015 – Worldcom Public Relations Group, the leading global partnership of public relations firms, today announced new capabilities in the UK, United States, Africa and Latin America via the addition of five leading firms to its worldwide roster.

The new partner agencies were elected during the recent Worldcom Americas Region Meeting in Atlanta and EMEA/Asia Pacific Region meeting in Stresa, Italy, where partners from the U.S., Canada, Latin America, EMEA and Asia Pacific convened for strategic planning and best practices sessions on overall group business growth and initiatives.

“These firms are a reflection of the Worldcom Public Relations Group and our changing industry – diverse, expert, focused and deeply embedded in respective geographies and sectors,” said Todd Lynch, Managing Director, Worldcom Public Relations Group. “As existing clients and prospective brands continue to look to Worldcom firms – individually or collaboratively – for compelling solutions, we’re focused on building a partnership of firms that can deliver innovative, current and measurable solutions.”

New partners added to Worldcom:

Onva Consulting, United Kingdom

  • Onva helps companies grow more effectively by ensuring every communications action is optimized to deliver a key business outcome. Onva focuses on creating propositions and messages that are compelling to audiences; runs campaigns that use content to build a following that can be nurtured and makes employees more effective so that every interaction delivers a better return. Onva is led by Crispin Manners a former chairman of the Public Relations Consultants Association in the UK and winner of the UK’s Innovative Company of the Year Award. Core skills span word of mouth marketing, social media and digital lead generation. onva.co.uk

Meropa Communications, South Africa

  • Meropa is South Africa’s leading empowered communications and PR company. Meropa is the country’s only PR agency to be ranked in the top 200 globally and are unique in having wholly-owned offices in Johannesburg, Cape Town, Durban and Port Elizabeth. The firm offers full-service public relations and communications strategy programs to about 60 clients. Meropa can reach into 17 African countries through our AfricaOne network offers dedicated PR outlets throughout East, Central and West Africa and the Indian Ocean islands. http://www.meropa.co.za

Beutler Ink, Washington, DC, United States

  • Beutler Ink is a digital agency. The agency works with global brands like Google, Verizon, Uber, Amazon and more to tell and share stories online. Distributed across all four major U.S. time zones, Beutler is the specialist marketers call in to tackle their biggest challenges—whether it’s breaking through the noise with a mind-blowing infographic, making a booth the most talked-about stop at an industry event, or solving a complicated social media challenge. Beutler are also industry leaders in Wikipedia strategy. beutlerink.com

Intrepid, Salt Lake City, Utah, United States

  • Intrepid employs a hybrid communications model that allows the firm to maximize its strategy and messaging expertise to provide clients with the most effective marketing communications options. Intrepid provides a full suite of services including public relations, crisis communications, public involvement, public affairs, branding, advertising and digital. The firm services a diversity of clients in consumer, healthcare, transportation, construction and technology. http://intrepidagency.com

LatinMedia Comunicaciones, Santiago, Chile

  • LatinMedia Comunicaciones, founded in Santiago, Chile, has broad experience in generating and implementing communication strategies for businesses and institutions. With a powerful strategic vision, a deep commitment to their clients, LatinMedia’s professional team reacts to challenges and is passionate in achieving the expected results. The company formed by communicators with more than 15 years’ experience, advises local and foreign companies in the industrial, mining, retail, financial, consultancy, services, legal, technological, automotive, pharmaceutical, educational and gastronomic sectors. We develop tailored strategies for our clients according to their needs and with a teamwork approach based on building personalized, close and goal-oriented relationships. http://www.latinmedia.cl

About Worldcom Public Relations Group

Worldcom Public Relations Group is the world’s leading partnership of independently owned public relations firms, with 143 offices employing some 2,000 staff in 115 cities across six continents. In total, Worldcom partners reported combined revenue of US$288 million last year from 3,034 clients. Established in 1988, the group was formed so that the strongest, most capable independent firms could deliver immediate impact and sustained value through the intelligent use of communications – wherever in the world a client needs support. Partners serve national, international and multinational clients, while retaining the flexibility and client-service focus inherent in independent agencies. Through Worldcom, clients have on-demand access to in-depth communications expertise from professionals who understand the language, culture and customs of the geographic areas in which they operate.  www.worldcomgroup.com

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