PR - Daimler Financial Signs CallMiner and Aspect Software for Contact Center Programs

CallMiner, the leader in advanced speech analytics, and the PerformanceEdge Group of Aspect Software, the world’s largest company focused solely on unified communications for the contact center, have been chosen by Daimler Financial Services Americas to monitor the quality, content, context, intention and outcome of contact center conversations.Implementation is scheduled to begin mid-Q2 2008 with an estimated go-live date of mid-Q3 2008.

Daimler Financial Services’ Mercedes-Benz Financial business unit provides financing for Mercedes-Benz dealers and their customers. In the U.S. trucking industry, its Daimler Truck Financial finances commercial vehicles including Freightliner, Sterling and Western Star for dealers and their customers.

“We chose CallMiner and Aspect® Quality Management™ because their solutions delivered the best method of improving the result of every contact center conversation,” said Wes Bumgarner, collections and customer service manager of Daimler Financial Services Americas.

“This intelligence will enable us to operate more efficiently across all aspects of our business while maximizing opportunities to increase revenues,” said Paul Morack of ITM and Telecommunications at Daimler Financial Services Americas.

CallMiner Eureka! provides sophisticated speech analytics and the Aspect Quality Management piece of PerformanceEdge provides Daimler Financial Services with 100 percent call recording, quality monitoring and workforce coaching capabilities. Together, the platform allows Daimler Financial Services to accurately capture and analyze every conversation between its contact center agents and customers, enabling Daimler Financial Services to decrease collections write-offs and ensure agent compliance with scripted language for liability purposes.

“Speech analytics coupled with quality management applications can bring real and measurable value to Daimler Financial Services,” said Jeff Gallino, CallMiner CTO, chairman and co-founder. “The goal of implementing CallMiner Eureka! and Aspect’s PerformanceEdge is to help the company to gain productivity improvements.”

“We are providing Daimler Financial Services with the best possible applications to record, analyze and evaluate agent performance and capture real-time customer feedback, giving them insight to deliver a repeatable, best-in-class experience every time,” said Brian Derr, vice president of quality management solutions for Aspect Software.

Daimler Financial Services Americas (DFSA USA LLC) provides brand-specific financing for Mercedes-Benz automotive dealers’ inventories and their retail customers, and conducts business in the United States luxury car market as Mercedes-Benz Financial. In the U.S. trucking industry, Daimler Financial Services Americas conducts business as Daimler Truck Financial and finances Daimler commercial vehicle products such as Freightliner, Sterling and Western Star for dealers and their customers in the fleet, vocational, municipal and owner/operator segments.