Alorica, Atlanticus, Pennymac and other leading organizations are honored for innovations in contact center experience and customer experience

CallMiner, the leading provider of conversation intelligence to improve customer experience (CX), announced the winners of the 2024 LISTEN Awards at its annual user conference, LISTEN 2024. The CallMiner LISTEN Awards honor customers and partners for their use of CallMiner’s AI-powered conversation intelligence platform, driving improvements in contact center experience (CCX), CX and enterprise-wide results.

“Today’s forward-thinking organizations often have one thing in common – they are doing everything they can to accelerate operational efficiency and customer experience,” said Jeff Gallino, CEO and founder, CallMiner. “The CallMiner LISTEN Awards are our opportunity to recognize just some of CallMiner’s customers and partners who are leading the way in their industries, embracing innovative approaches that drive agent performance, compliance, customer satisfaction, and more. I’m immensely proud of the role that the CallMiner platform plays in helping these companies make better business decisions and improve the bottom line.”

2024 LISTEN Award Winners:

• Customer-Focused Brand of the Year: ResultsCX is focused on helping global brands drive exceptional CX. With CallMiner as its premier conversation intelligence partner, ResultsCX was able to increase interaction ingestion to 100% for 21 clients. CallMiner’s generative AI capabilities helped ResultsCX boost accuracy in call driver and complaint identification, as well as improve customer sentiment and satisfaction. Further, by automating processes, ResultsCX has eliminated the need for continuous quality adjustments.

• Coaches of the Year (Agent Experience / Improvement): Inizio Engage is driving transformative change in the health and life sciences industry through cutting-edge innovation and forward-thinking solutions. With CallMiner, Inizio Engage has gained near real-time insights and predictive analytics, providing its agents with a top-tier performance management tool. At Inizio Engage, prioritizing and taking action to improve employee wellbeing and success is a key part of its overall organizational strategy to enhance efficiency, foster growth and exceed client expectations.

• Business Impact Partner of the Year: Zenylitics continues to deliver speed to actionable insights, enhancing the value its clients get from conversation intelligence. Through the work Zenylitics has done with Inizio, another LISTEN Award winner, the company has been able to drive improvements in quality scorecards, agent metrics and empathy.

• BPO Partner of the Year: Alorica is redefining CX through the company’s digital and innovation practice, Alorica IQ, focused on user journey, high-tech solutions and advanced analytics. By embracing cutting-edge, AI-powered technologies, including CallMiner, Alorica IQ is helping its clients achieve greater insights and operational agility. Its transformative solutions, impactful case studies, and commitment to employees, position Alorica as a standout leader in the BPO industry.

• Customer of the Year: Atlanticus is focused on delivering financial solutions that meet the needs of everyday consumers. Through the adoption of Boost.ai and integrating chatbot conversations into the CallMiner platform, the company was able to quickly drive operational efficiency and customer value. Further, through CallMiner’s generative AI capabilities, including contact summarization and semantic search, Atlanticus has empowered its employees to focus on value-add work and increased confidence in the accuracy of insights.

• CX Innovator of the Year: The Globus family of brands, one of the world’s largest and most popular tour and river cruise operators, has embraced CallMiner to better understand what is prompting its customers to call in and book a vacation. This information, used in correlation with its marketing department, has helped the Globus family gain a more comprehensive view of its customers, empowering them to make better decisions about marketing campaigns and how to engage with their customers.

• CCX Innovator of the Year: Pennymac, a top mortgage lender serving nearly 5 million lifetime homeowners achieve and sustain their aspirations of home, is using CallMiner to automate previously manual processes, saving significant hours of time and resources. This increase in productivity and cost savings has allowed the company to allocate its resources more effectively and focus on delivering exceptional value to its customers.

• Contributors of the Year:

• Quynh Anh Le, Alorica: Quynh Anh Le, Alorica IQ’s Sr. Director of Client Analytics Solutions, has helped grow the Alorica and CallMiner partnership, including support of a global telecom client that was facing unique business challenges. Quynh also oversaw Alorica’s adoption of CallMiner’s generative AI capabilities to support a range of clients.

• Jim Halloran, Inizio Engage: Jim Halloran spearheaded how Inizio Engage is using CallMiner to measure employee experience and wellbeing, aligning with key organizational goals. Through Jim’s leadership, the Inizio Engage team is now using an ‘Employee Health’ model to identify when agents have dealt with an influx of difficult interactions, ensuring check-ins as situations occur. Further, ‘kudos’ and ‘extreme compliments’ help Inizio Engage to celebrate agents who receive high praise from customers.

• Carlos Ayala, RDI Corporation: Carlos Ayala’s leadership has been pivotal in implementing comprehensive speech analytics programs that go far beyond automated QA. His work has driven impactful outcomes across various sectors, including satellite TV, home improvement, and financial services. Carlos has been instrumental in optimizing sales, enhancing customer retention, and identifying emerging Voice of the Customer trends. His efforts have not only strengthened RDI’s partnership with CallMiner but also delivered transformative insights and improved operational efficiency for clients.

• Dari Damazo, Atlanticus: Dari Damazo’s leadership has been instrumental in the integration of the Boost.ai chatbot and the CallMiner platform, as well as the adoption of CallMiner’s generative AI capabilities. Through her and her team’s work, Atlanticus has successfully embraced an innovation and value-driven mindset that is changing how it delivers customer service.

• Sanmi Oguntade, FCT: Sanmi Oguntade has emerged as a leader in the use of CallMiner at FCT. Through his innovative work, he has established several standardized, automated QA customer service scorecards, ensuring enterprise-wide consistency and improving agent performance. Sanmi’s dedication to professional growth and unwavering commitment to FCT has left a lasting, positive impact on how FCT serves their customers.

“One of the key themes across this year’s 2024 LISTEN Award winners is the deep relationships they have all developed with the CallMiner customer success team,” said Jonathan Ranger, Chief Customer Officer, CallMiner. “I believe this collaborative approach is helping to pave the way for these organizations and individuals to establish innovative programs and drive impactful results with the CallMiner platform. Congratulations to all of the winners.”

To learn more about CallMiner, visit: https://callminer.com/

About CallMiner

CallMiner is the global leader in conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By elevating insights from the contact center to the boardroom, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on LinkedIn, Twitter and Facebook.

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