Comcast Deploys CallMiner's Virtual Server Room To Drive Customer Satisfaction Initiatives; Cable Giant Set to Mine Data from Every Customer Service Call

Comcast's 200-seat Midwest Call Center generates thousands ofhours of recorded calls each day. A typical speech analytics solutionwould take approximately 20 servers to process Comcast's audio in tominable data. CallMiner's VSR, a patent-pending distributed processingsoftware technology, leverages the existing unused computer processingpower of Comcast's call center PC's and servers to process allrecorded calls for use by CallMiner's Analytics Suite. The result isthat Comcast can now analyze 100% of their recorded calls withouthaving to invest in additional purpose deployed servers to process allthe call data.

"Previously, we were not able to effectively listen to themajority of our recorded calls, and we knew there was valuableinformation that we were missing," said Joe Elias, call centertechnology manager, Midwest division for Comcast. "Every call is anopportunity to learn more about our customers and improve theirexperience with Comcast. CallMiner's VSR allows us to maximize ourinvestment in call recording equipment and be proactive in ourcustomer service approach by identifying early on how we can improvecustomer satisfaction. We can then take that information and makechanges that will help us to best service our customers throughout theorganization."

"CallMiner mines and analyzes 100% of Comcast's calls to provide arich picture of what's being said in every customer call, not just thesmall sampling that companies have become used to," said CliffLaCoursiere, co-founder and senior vice president of businessdevelopment and marketing for CallMiner. "Most speech analyticsimplementations only mine a small portion of recorded calls and areunable to realize the full potential and return on investment thatcomes from analyzing 100% of recorded calls. VSR makes it possible forcompanies to cost-effectively mine all recorded calls, makingapplications like customer-churn-reduction viable."

Less than .01% of all agent/customer calls are recorded and lessare mined to uncover what customers are saying - simply because it'stoo costly and IT-resource intensive to do so. Prior to the advent ofCallMiner's Virtual Server Room, a high-performance speech analyticsapplication would require separate dedicated servers to processrecorded calls into data suitable for mining. The costs and IT staffneeded to maintain the infrastructure make mining large corpus ofaudio resource-prohibitive. In contrast, CallMiner's speech analyticsapplication using VSR would typically only require two servers toperform the same work. VSR works by harnessing the unused processingpower of desktops in its network. In a typical call center, agents'computers are often using far less than 2% percent of the computers'processing power. VSR finds the unused computing cycles (when theagents stops typing, pauses to speak with the customer or is simplysitting idle) and harnesses that processing power to turn the agent'sspeech into minable data. The result is a complete data analysissoftware solution at a fraction of the cost otherwise required usingexisting technology. Though VSR is now being exclusively used withCallMiner's speech-analytics, it can also be customized to power othercompute-intensive enterprise software applications.

"Contact center speech analytics is capturing the attention ofexecutives because of the contributions these applications can make tocontact centers and their enterprises," said Donna Fluss, Principal,DMG Consulting LLC. "We're seeing a great deal of innovation in thismarket. CallMiner's Virtual Server Room is designed to reduce thehardware requirements for speech analytics implementations."

About CallMiner

CallMiner is a leading developer of solutions that provide nearreal-time business intelligence from recorded conversations.CallMiner's advanced suite of applications enables managers andexecutives to conduct ad-hoc queries and analyses of conversationsbetween agents and customers, while providing insight into whycustomers call, what they are saying and how agents are responding.The CallMiner suite of applications augments and helps fully utilizeexisting enterprise class monitoring and CRM initiatives. Leadinginstitutional investors include Inflexion Partners, IntersouthPartners, Village Ventures, and In-Q-Tel. For additional informationabout CallMiner, Inc. visit www.callminer.com, or call 239-689-6463.