The future of call center predictive analytics is here with St. Pete startup RankMiner, one of the eight finalists in the Rise of the Rest competition on May 1.
For RankMiner, it’s not what you say, but how you say it. The software utilizes patented technology to automatically analyze 100 percent of the interactions between agents and customers at call centers with immediate results. At the core of the software is the ability to predict outcomes of the conversation, and prescribe the best action based on the outcome.
RankMiner merged machine learning (the scientific study of algorithms and statistical models that computer systems use to effectively perform a specific task), emotional voice analytics, and predictive modeling to create two products: Agent Insight and Customer Insight.
Agent Insight allows for better hiring, training, and evaluation of call center agents. Analyzing the voice recordings captured from each call, it measures the agent’s overall confidence, his or her engagement with the customer, active listening, and whether the agent is confident in the subject matter being discussed.
Based on the qualities that the RankMiner client drives, the Agent Insight dashboard identifies agents most in-need of training to by categorizing calls as good, average, or poor. The insight is used by supervisors, quality assurance managers, and executives to help their agents perform more effectively during the call by adjusting communication style and using emotional intelligence. Agent productivity is almost certain to increase profits. Optimizing every conversation will help enterprises keep customers happy instead of having unsatisfied customers leave for competitors.
Agent Insight’s companion product, Customer Insight, works to improve the customer experience by also analyzing voice-based behaviors and emotions of every call. Not only will RankMiner clients know what your customers are saying, but it’ll better help them understand what customers are feeling. Furthermore, the software grade customer engagement, identifying opportunities for upselling.
Preston Faykus, founder and CEO of RankMiner, is thrilled to be pitching his company at Rise of the Rest. “We’re really excited,” he said, “It gives us a terrific opportunity to represent St. Pete and tell our story to a broader audience.”
As the other ROTR competitors, Faykus finds a challenge in the brief the pitch allows. “This pitch is only 4 minutes, which means that we have to keep our story succinct without losing what’s unique and valuable about RankMiner. In this event, we’re also pitching to a very impressive panel of judges.”
Looking to accelerate lead generation and operation of sales for RankMiner should it reign victorious at ROTR, current clients are impressed what the company delivers, as they are seeing an improvement performance ranging from 20 to 100 percent.
Rise of the Rest takes place Wednesday, May 1 at ConnectWise, 4805 Independence Parkway, Suite 101, Tampa. Doors open at 4 p.m. with networking with ROTR delegation and open bar. A 4:30-5:30 p.m. fireside chat, with AOL founder/ROTR CEO Steve Case and Tampa Bay Lightning owner Jeff Vinik, precedes the 5:30-7 p.m. pitch competition.
To read more about the Rise of the Rest and other Tampa business news, register for free at 813area.
