BOSTON–(BUSINESS WIRE)–Gryphon Networks, a leader in sales intelligence and marketing compliance software, today announced a strategic partnership with CallMiner, the leader in speech and voice of the customer analytics solutions for contact centers. Through the partnership, Gryphon’sSecure Cloud Call Recording now includes CallMiner’s myEureka speech analytics software to provide targeted qualitative insight to agents’ customer conversations within Gryphon’s fully compliant cloud telephony platform.
Gryphon Speech Analytics processes call transcripts, conversation acoustics, behaviors, and metadata from Gryphon-captured Call Recordings into an intuitive dashboard to better manage conversational call activity across dispersed sales organizations. With CallMiner’s Eureka and myEureka Analytics, Gryphon presents meaningful analytics in near real-time to empower managers to enforce script compliance, troubleshoot issues, benchmark successful behaviors and quickly capitalize on new opportunities.
As sales forces become increasingly dispersed, having the visibility and insight needed to effectively manage a team’s performance is challenging,” said Terry Leahy, CEO of CallMiner. “By leveraging CallMiner’s speech analytics, Gryphon provides a complete solution that addresses these challenges and provides actionable data for sales leaders so they can manage and enhance the performance of their teams.”
Gryphon Speech Analytics also captures acoustic indicators from both parties on a call such as excitement, silence, or agitation and uses these measures to score thresholds—enabling sales agents to qualify a sales campaign based on the prospect’s tone and managers to evaluate an agent based on their level of enthusiasm. Along with Sales Performance Dashboards, Secure Cloud Call Recording with Speech Analytics extends management visibility to include sales conversations originating from mobile phones, PC/CRM, branch offices and home offices without requiring new hardware or telephone carrier configuration.
Additional features of Gryphon Speech Analytics include:
- Event and Behavior Categories: Determines usage of predetermined keywords/sales scripts and alerts you when they are used.
- Proactive Alerts: Managers can configure email alerts to be delivered when certain words or phrases are used by either agent or customer.
- Performance Scorecards: Allows you to zero in on the KPIs and benchmarks for success metrics that matter to you.
- Sensitive Data Redaction: If your industry is subject to strict personal information controls like PCI regulation, Gryphon Speech Analytics automatically redacts sensitive information in real-time.
“By combining CallMiner’s excellence in the contact center with Gryphon’s Secure Cloud Recording and Performance Dashboards, we are bridging the management ‘visibility gap’ between managers and their decentralized sales and service teams,” said Jeffrey Fotta, president and CEO of Gryphon Networks. “With CallMiner’s analytics technology, we are extending beyond the four walls of the call center by turning unstructured audio data into actionable intelligence for sales managers—regardless of agent location or device for automatic quality monitoring and performance management for fast decision making.”
Gryphon Speech Analytics is a component of Gryphon Sales Intelligence, a cloud-based platform that captures important call detail of a sales rep’s telephone calls—made from any type of phone—and delivers actionable performance insight to managers of distributed or field-based sales teams.
Learn more: Gryphon Speech Analytics Overview
Read more: Gryphon Speech Analytics
CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s Eureka product portfolio automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real-time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.
About Gryphon Networks
Gryphon Networks provides cloud-based technology and systems that automatically capture, control, and visualize sales and marketing activity from any device to improve management effectiveness and reduce risk. More than a dozen Fortune 100 clients, including some of the largest banks, brokerage, insurance, and consumer services firms, are among Gryphon’s 300+ clients in North America.