Posts Tagged ‘CallMiner’
Friday, October 1st, 2010
 FORT LAUDERDALE, FL – CallMiner Inc., which sells enterprise speech analytics software, has received a $3 million investment from the Florida Growth Fund. The company raised $4 million from from Boston-based Sigma Partners, Durham, NC-based Intersouth Partners, and Florida-based Inflexion Partners, and an undisclosed strategic partner in September.
The Florida Growth Fund made the investment on the recommendation of the Fund’s management group, Hamilton Lane Advisors.
Greg Baty, a VP with Hamilton said, “CallMiner is an impressive software company and our extensive due diligence on their product and customers proved they are on a fast track to success.”
Other Investors in the company include Village Ventures, Williamstown, MA; and In-Q-Tel, the U.S. Intelligence venture arm based in Arlington, VA.
Speech analytics, which helps companies evaluate how well their service call people handle help requests, pinpoint anger or frustration in a caller’s voice, and target improvements, are becoming more and more common.
CallMiner Eureka!® enables organizations to hear and act on the true voice of their customers as captured in contact center conversations. Eureka speech analytics automates the overwhelming process of extracting information from customer calls uncovering consistent and reliable information about customer demands, market trends, how well agents are meeting their service needs and more.
We suspect anything that gives firms better data on how they’re doing with service calls is going to be a growth industry. People often dread making service calls to a firm, but we have noticed that even when dealing with outsourced reps in India, the way these calls are handled in the tech arena seems to be improving.
CallMiner clients include Continental Airline, Daimler Financial Services, and Comcast, among others.
The company raised an C round in an undisclosed amount in March, 2009, a $10 million B round in 2006 and a $2.8 million A round in 2004.
As part of CallMiner’s expansion activities over the next five years, it says it plans to increase total head count by nearly 150 percent, with 68 percent of the total team expected to be based in Florida.
Growth in CallMiner’s head count will come primarily in prestigious software development and professional services positions, with an average fully loaded annual salary of more than $70,000.
CallMiner presented at Tech Media’s 2010 Southeast Venture Conference.
For TechJournal South’s profile of the company in Feb. 2010 see:
CallMiner digs actionable gold from service calls
To contact TechJournal South writer/editor Allan Maurer: Allan at TechJournalSouth dot com.
Tags: CallMiner, financing, FL, Flordia Growth Fund, Fort Lauderdale, Greg Baty, Hamilton Lane, speech analytics
Posted in Florida, IT, Money | Comments Off
Thursday, September 2nd, 2010
 FORT MYERS, FL – CallMiner, a company selling speech analytics software, has closed on its $4 million round from from Boston-based Sigma Partners, Durham, NC-based Intersouth Partners, and Florida-based Inflexion Partners, and an undisclosed strategic partner. It plans to use the funds for expansion.
Other Investors in the company include Village Ventures, Williamstown, MA; and In-Q-Tel, the U.S. Intelligence venture arm based in Arlington, VA.
We reported that the company had raised a portion of the round in early August.
Founded in 2002, CallMiner sells enterprise speech analytics software.
CallMiner’s President and CEO Terry Leahy said, “CallMiner’s industry leading speech analytics platform – Eureka – continues to gain rapid traction in the marketplace as evidenced by two consecutive years of triple digit marquee customer growth and corresponding revenue growth.”
Its clients include Continental Airline, Daimler Financial Services, and Comcast, among others.
The company raised an C round in an undisclosed amount in March, 2009, a $10 million B round in 2006 and a $2.8 million A round in 2004.
CallMiner presented at Tech Media’s 2010 Southeast Venture Conference.
More and more companies are using call analytics to examine those recorded service calls. Most of the calls we make to companies now let you know you’re being recorded or might be. They often run speech analytics on the recordings.
For TechJournal South’s profile of the company in Feb. 2010 see:
CallMiner digs actionable gold from service calls
Tags: Boston, CallMiner, Durham, Florida, Inflexion Partners, Intersoutch Partners, NC, Sigma Partners, speech analytics
Posted in Carolinas, Florida, Internet/New Media, IT, Money, North Carolina | Comments Off
Friday, August 6th, 2010
FORT MYERS, FL – CallMiner Inc. has raised $1.96 million of an equity funding targeted at $4 million, according to a regulatory filing.
Investors in the company include Sigma Partners, Boston; Intersouth Partners, Durham, NC; Village Ventures, Williamstown, MA; and In-Q-Tel, the U.S. Intelligence venture arm based in Arlington, VA, and Inflextion Partners, Florida.
Founded in 2002, CallMiner sells enterprise speech analytics software. The company disclosed the raise in a filing with the U.S. Securities and Exchange Commission.
Its clients include Continental Airline, Daimler Financial Services, and Comcast, among others.
The company raised an C round in an undisclosed amount in March, 2009, a $10 million B round in 2006 and a $2.8 million A round in 2004.
CallMiner presented at Tech Media’s 2010 Southeast Venture Conference.
For TechJournal South’s profile of the company in Feb. 2010 see:
CallMiner digs actionable gold from service calls
To contact TechJournal South Editor & Writer Allan Maurer: Allan at TechJournalSouth dot com.
Tags: CallMiner, financing, Flordia, Fort Myers, In-Q-Tel, Inflexion Partners, Intersouth Partners, SEVC, Sigma Partners, speech analytics, Village Ventures
Posted in Florida, IT, Money | Comments Off
Friday, February 19th, 2010
By Allan Maurer
 FORT MYERS, FL – When you make a call to your cable company, bank or a retail service center these day, you’re likely to be advised the call may be recorded. But now, rather than having a customer service exec evaluate a statistically insignificant number of calls, software can analyze 100 percent, says Terry Leahy, CEO of CallMiner.
Often, he says, supervisors in a contact center listen to maybe 5 percent of the total calls coming in. “They derive hugely important assumptions from that limited sampling of calls and the statistical validity is almost guaranteed to be wrong,” he adds.
“Our Eureka technology offers and enterprise the ability to automate that process and analyze 100 percent of the calls.”
Searchable by key words
The calls are searchable by key words, can pinpoint angry speech and when competitors names are mentioned. It helps clients correct operational and customer service problems quickly.
CallMiner has as customers the largest contact center in the world, the largest contact center system in North America, four of the top seven largest cable television system operators and other Fortune 500 firms. Its clients include Continental Airline, Daimler Financial Services, and Comcast, among others.
One of the largest utilities in the United Kingdom uses CallMiner and has dramatically improved its customer satisfaction by listening more effectively to what their customers are telling them, says Leahy.
He says a large software service company did a major upgrade to its core product last year and used CallMiner’s technology to listen to their customers talk about the effectiveness of the product.
“They got early warning of product efficiencies and operational problems in control centers. They saved millions and had one of the best product launches in the history of the company because for the first time they were able to hear what customers did and didn’t like,” he says.
Negative trends can destroy a brand overnight
Leahy says that Enterprises are waking up to the reality that in an era of social networking, a negative customer service trend can destroy a brand over night. “The market is beginning to take this seriously and our revenue will double again this year,” he says.
CallMiner has raised $18 million in venture backing, including a $5 million C round last year. Investors include Intersouth Partners, Sigma Partners, and the intelligence community’s venture arm, InQtel.
Leahy says it looks as if the company will raise another round. CallMiner is one of 60 innovative companies presenting at the Southeast Venture Conference at the Ritz Carlton in Tysons Corner, Virginia, Feb. 24-25. (See: www.seventure.org for more information).
www.callminer.com
Tags: call analytics, CallMiner, Florida, SEVC presenting companies, Virginia
Posted in Company Profile, Events, Internet/New Media, Potomac, Telecommunications, Virginia | Comments Off
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