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Phillips & Cohen Associates goes Real-time! PDF Print E-mail
Tuesday, 07 July 2015

Phillips & Cohen Associates (UK) Ltd (PCA), a global leader in compassionate recovery services, is delighted to announce its intention to deploy real-time and post call speech analytics software across its entire UK operation. 

The real-time solution, EurekaLive™, will be provided by CallMiner® and represents a significant extension to the successful two year partnership with Phillips & Cohen Associates in the US.

Nick Cherry, Managing Director, International, commented: “PCA’s reputation is built on innovation and for providing an exceptional customer experience in a very sensitive niche market.  Our partnership with CallMiner will see us become the first UK financial recovery business to deploy a real-time speech analytics solution.  This will enable us to dramatically increase the already strong levels of compassion and compliance which we deliver for our customers and clients alike, and we are excited to be first to implement such a powerful platform. ”

Co-founder and Joint CEO, Adam Cohen added: “We have used real time speech analytics across our entire US operation for two years with great success, and been able to demonstrate significant compliance and emotional engagement improvements across the board.  Our aim will be to partner with CallMiner to roll this technology out across our global business and to continue to lead the way in terms of market innovation.”

“Philips & Cohen Associates is a pioneer, particularly when it comes to innovative and thought leading approaches to improving operations while maintaining compliance and a positive customer experience,” said Terry Leahy, CallMiner’s President and CEO.  “They have demonstrated real measurable results, and as such are often referenced as a leader in their use of real-time analytics.  We are thrilled with the expansion of our partnership.”

(Source - PCA News Release)  

 

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