Wednesday, March 1, 2006

Comcast Deploys CallMiner for Data Mining of Customer Support Calls

Comcast is deploying CallMiner's Virtual Server Room (VSR) distributed processing platform it its mid-West call center to analyze 100% of recorded customer calls. Comcast's 200-seat Midwest Call Center generates thousands of hours of recorded calls each day. CallMiner's VSR distributed processing software uses speech recognition to process the recorded audio into minable data. VSR works by harnessing the unused processing power of desktops in its network.

CallMiner said that currently less than .01% of all agent/customer calls are recorded and less are mined to uncover what customers are saying - simply because it's too costly and IT-resource intensive to do so.


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