Comcast Expands Call-Center Software

CallMiner announced that it sold its speech-analytics software to Comcast Corp. for use in the MSO’s Midwest call center, which will allow the company to record virtually every call coming into the center.

Previously, Comcast was able to record a portion of calls and listen to them later to learn what customers were saying to customer-service representatives.

“We were not able to effectively listen to the majority of our recorded calls, and we knew there was valuable information we were missing,” said Jo Elias, call-center-technology manager for Comcast, in a prepared statement.

CallMiner said its software uses the unused processing power in the PCs of Comcast CSRs, saving the company from buying extra servers.