Speech and customer engagement analytics supplier CallMiner and deceased Account Management services specialist, Phillips & Cohen Associates, have been shortlisted for the ‘Best Customer Insight/Voice of the Customer Initiative’ by the European Contact Centre and Customer Service Awards (ECCCSA)

Phillips & Cohen was shortlisted for achieving significant customer experience benefits from its deployment of the CallMiner Eureka speech analytics solution.

Nick Cherry, COO, Phillips & Cohen Associates, said: “We are very proud to be shortlisted for the award. Voice of the customer feedback is a real game-changer for us as the nature of our work makes it a challenge to obtain through traditional feedback and survey methods. CallMiner Eureka provides us with meaningful trend analysis and voice of the customer measures we simply didn’t have before.”

Frank Sherlock, Vice President International Sales at CallMine said “Phillips & Cohen is displaying true thought leadership in the way they have used our technology to deliver value to their customers, clients, agents and the business.”