Phillips & Cohen Associates (UK) Ltd, 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.”
Established in the United States in 1997, PCA quickly built a reputation as a responsible and trusted partner to large creditors around the globe. PCA’s global infrastructure includes three offices in the United States and international offices in Manchester, UK, Montreal, Quebec, Canada and Melbourne, Australia.
About Phillips & Cohen Associates, Ltd.
Phillips & Cohen Associates, Ltd. pioneered the compassionate deceased care recovery market by helping companies successfully manage complex Estate debt situations and resolve them in a manner that preserves the dignity of affected individuals. The company’s clients range from mid-sized firms to leading national and international creditor and banking institutions. Phillips & Cohen Associates serves the consumer credit industry, banking and loan marketplace, as well as specialised industries including healthcare, utility, education, and telecom. The company has four offices in the United States and international offices in the UK, Canada and Australia.
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre agents and others responsible for customer engagement are enabled by insight and feedback in realtime, they can dramatically improve the rate and speed of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails, and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including recent surveys conducted by DMG Consulting and Ovum. For more information, please contact CallMiner at +44 (0) 115 906 1142, or visit www.callminer.com