BusComm Company News
CallMiner Technology Integral to Cord Blood Registry Achieving Industry-Leading Client Satisfaction - 7.13.09
Proprietary Speech Analytics Solution Enhances Client Experience and Employee
Training
FORT MYERS, Fla. & SAN BRUNO, Calif.--(Business Wire)--
CallMiner, the leader in enterprise speech analytics solutions, today announced
that Cord Blood Registry® (CBR®), the global leader in the collection and
preservation of newborn stem cells from umbilical cord blood, has completed
implementation of CallMiner Eureka!® for all of the company`s call centers.
CallMiner Eureka is the first speech analytics solution that automatically
analyzes and reports on the content, context, purpose and outcome of every
recorded conversation with a client or prospective client. According to CBR,
CallMiner`s speech analytics has been a key component of the company`s
continuous improvement process at its call centers.
"Our goal is to ensure that everyone who contacts Cord Blood Registry is
extremely satisfied with the experience," said Johnnie Domingue, CBR`s chief
operations officer and chief financial officer. "We maintain a 99 percent
satisfaction score from the expectant parents who have entrusted us with
processing and storing cord blood stem cells of their newborn. As our business
has grown, CallMiner Eureka has helped us be more efficient and effective at
maintaining our extremely high level of service."
Cord Blood Registry installed CallMiner Eureka in its first call center two
years ago. With the recent completion of the final phase of implementation at
its newest call center, CBR has the ability to analyze 100 percent of calls and
ensure that the company`s Cord Blood Education Specialists comply with all of
the company`s quality metrics.
"The intelligence CBR is gaining from the Eureka implementation will continue to
give them a competitive edge in the marketplace," said Jeff Gallino, CallMiner`s
chief technology officer. "With more immediate, more accurate data about
customer interactions, CBR has been able to better anticipate clients` needs and
has set a very high bar for customer service in its industry."
CallMiner Eureka has also been important for CBR`s efforts to ensure strict
compliance with HIPAA regulations as well as deliver education about cord blood
banking preservation that is consistent with public health policy.
"Procedural compliance, especially in the healthcare industry, is a critical
component of customer service," said Yair Avgar, CBR`s chief technology officer.
"CallMiner`s solution provides a solid methodology for compliance, which was
paramount in our decision to implement the technology."
About CallMiner
CallMiner is the leader in enterprise speech analytics. CallMiner Eureka!®
enables organizations to hear and act on the true voice of their customers as
captured in contact center conversations. Eureka speech analytics automates the
overwhelming process of extracting information from customer calls uncovering
consistent and reliable information about customer demands, market trends, how
well agents are meeting their service needs and more. This timely business
intelligence can be leveraged by enterprises to improve customer service and
sales, reduce the cost of service delivery, and identify areas for process
improvements. CallMiner's customers realize improved customer retention, higher
first call resolution, greater agent and supervisor productivity and lower
quality assurance costs. For more information on speech analytics, please
contact BUsComm Incorporated at (314) 567-7755 or visit http://www.buscomminc.com.
About Cord Blood Registry
Cord Blood Registry® (CBR®) is the world`s largest stem cell bank, focused on
the collection, processing and storage of newborn stem cells from umbilical cord
blood and ensuring their viability for medical use. CBR is the most recommended
family cord blood bank by obstetricians and was the first family bank accredited
by AABB (formerly the American Association of Blood Banks). The company has been
profitable and cash flow positive from operations on a cumulative basis since
1999. To date, CBR has processed and stored cord blood units for more than
250,000 newborns from around the world and has released more client cord blood
units for specific therapeutic use than any other family cord blood bank. The
company's research and development efforts are focused on helping the world`s
leading clinical researchers advance regenerative medical therapies using cord
blood stem cells as well as enhancing its industry-leading technical innovations
for stem cell collection, processing and storage that optimize quality and cell
yield. For more information, visit www.CordBlood.com.
CallMiner® and CallMiner Eureka! ® are registered trademarks of CallMiner, Inc.
About BusComm Incorporated
BusComm, headquartered in St. Louis, is an exclusive value added reseller (VAR) of digital voice and data information management systems. The company serves Missouri and Illinois based firms and organizations in the healthcare, public safety, financial, legal, call center and general business markets. Product solutions are supported on an ongoing 24/7 basis by a staff of technical software support specialists.
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