Bank Enhance Customer Service Through Advanced Speech Analytics - Contact-Centres.com

CallMiner, the leading provider of speech and customer interaction analytics, today announced that African Bank has selected the CallMiner Eureka platform to better extract and operationalise insights from voice-based customer interactions. "With CallMiner, we will be able to create an even stronger customer experience by analyzing what our customers need, how they feel, and what we need to do, to deliver exceptional value and service," "African Bank is fast becoming a pioneering data-driven South African organization and our partnership with CallMiner is another part of our journey to make our organisation synonymous with data excellence and to enhance our digital transformation. At the core of our data strategy are our customers – to create an inclusive, personalised banking experience for them and we believe CallMiner provides another tool to bring us one step closer to achieving this." CallMiner Eureka leverages artificial intelligence and machine learning to analyse every customer interaction, across all channels, to automatically uncover actionable insights and intelligence that organisations can use to improve business decisions. African Bank will start analysing voice interactions through its three contact centres initially.