Customer engagement and speech analytics specialist Callminer is partnering with cloud company Medallia to produce a cloud-based integration offering.
As an aside, it’s fun to note that as a commentator one tends to think “in the cloud? Of course, where else would it be?” because of all the announcements happening at the moment. In the real world, the cloud is a more complex place.
The alliance, reported in Contact-Centres.com and elsewhere, will incorporate Callminer’s Eureka software that takes every call into account, including internal ones, to produce an overall view of customer satisfaction or otherwise. It also adds scores against KPIs for a coherent overall score.
Medallia’s component will involve making more of the data available to more employees through a simpler cloud interface. The overall aim, with its big data overtones, is to take unstructured data that’s basically floating around at the moment, structure it and deliver it somewhere it can do something useful.