CallMiner expands into customer engagement optimization with NewSpring Capital investment
NewSpring leads $16M funding round to help CallMiner expand beyond interaction analytics into customer engagement optimization across the entire customer journey.
BOSTON, Sept. 15, 2015 /PRNewswire/ -- CallMiner, rated first in customer satisfaction for customer interaction analytics, today announced a $16M funding round led by new investor NewSpring Capital with participation from all current major investors including Sigma Partners, Intersouth Partners, and the Florida Growth Fund. Proceeds from the round will be used to fund a rapidly expanding customer base, increase the global delivery footprint, and extend the product suite into customer engagement optimization.
Analytics technology generates massive amounts of data that can overwhelm a business' ability to identify the most meaningful insights and enable decisionmakers to take action. Customer engagement optimization allows a business to transform these insights into enhanced customer interactions, enriched customer journeys and improved outcomes.
"This round of funding not only represents a strong endorsement of our company and our contribution to the field of customer interaction analytics technology, it also allows us to add R&D, sales, and marketing resources to support our growing global footprint and provide true end-to-end customer engagement optimization. We are delighted to gain the backing from NewSpring Capital," says Terry Leahy, CallMiner President and CEO.
"CallMiner is already an industry leader in interaction analytics for contact centers. We believe that with this investment, the company is also on the path to becoming the world leader in engagement optimization. CallMiner has the right management team in place along with a dynamic vision for helping businesses better understand the customer journey, optimize customer interactions throughout the enterprise and improve business outcomes. We are very confident in the company and are glad to be a part of its future success," says Glenn Rieger, NewSpring General Partner and newly added member of the CallMiner Board of Directors.
Founded in 2002 and headquartered in Waltham, MA, CallMiner provides customer interaction analytics solutions to businesses in manufacturing, energy, utilities, collections, financial services, travel, hospitality, retail, health care and communications. CallMiner technology helps improve the customer's journey by gathering business intelligence across all communication channels.
About CallMiner
CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to analyze every customer interaction. CallMiner's market leading cloud-based voice of the customer analytics solution automatically analyzes contacts across all communication channels: calls, chat, email, and social. CallMiner offers both real-time monitoring and post-call analytics, delivering actionable insights to contact center staff, business analysts, and executives. The results include improved agent performance, sales, operational efficiency, customer experience, and regulatory compliance. With over 10 years of industry leadership and over 2 billion hours of conversations analyzed, CallMiner serves some of the world's largest call centers, delivering highly effective, usable and scalable speech analytics solutions. For more information, please visit www.callminer.com.
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SOURCE CallMiner
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