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Alliance with EPIC Connections® Provides Speech Analytics to SMBs, Contact Centers

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CallFinder announces a new strategic alliance with EPIC Connections®, a global leader in contact center consulting and outsourcing services. EPIC clients can use CallFinder to extract business intelligence contained in phone conversations with customers in an effort to improve the overall customer experience they deliver.

CallFinder’s rapid call indexing technology and intuitive user platform provide insights to close knowledge gaps within the call handling process and operations of the contact center. Organizations using speech analytics can review the unstructured data contained in voice conversations with their customers and automatically categorize and analyze the calls to identify business patterns and trends.

“CallFinder’s solution is a potential fit for our clients in the SMB space, and for contact centers that operate under 100 seats,” says Jim Grace, Director of Corporate Development at EPIC Connections. “Our clients expect to work with leading edge technology providers and the CallFinder team has shown they understand the challenges facing contact centers today.”

Speech analytics technology can quickly scan thousands of phone conversations in a systematic way, so that actionable business trends begin to emerge, ultimately transforming unstructured, unleveraged data into insights that can be immediately implemented as strategic initiatives. Cloud-based call recording solutions offer real-time analysis of customers’ needs at a dramatically lower cost for implementation and support when compared to hardware-based analytics products.

“We know that every phone call between a business and their customers contains valuable but unstructured, underleveraged business intelligence. Our alliance with EPIC Connections delivers the opportunity for their clients to access, analyze, and categorize the substance of the voice conversation taking place between their agents and customers. We look forward to working with EPIC Connections so together we can support their clients and deliver an affordable solution to help them work more efficiently and experience revenue growth,” says Laura Noonan, SVP of sales and marketing at CallFinder.

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