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Hospital & Health Care Case Studies and Customer Success Stories with Callminer Eureka Coach
Meduit (formerly Avadyne Health)
- Hospital & Health Care
- Medium
Charlotte, USA
CallMiner helped Meduit (formerly Avadyne Health) analyze 100% of their contact center calls, up from just 1-2%. This gave Meduit... new insights into patient emotions and satisfaction. Supervisors used these insights to better train agents on payment asks. Meduit saw a 2% increase in successful payment asks. They now deliver detailed reports to their customers about patient satisfaction and emotions.
Inizio Engage
- Hospital & Health Care
- Very Large
London, UK
CallMiner helped Inizio Engage analyze 100% of customer interactions in their contact center. Before, manual QA reviews covered less than... 3% of calls, leading to inconsistent scores and missed insights. With CallMiner, Inizio Engage improved quality monitoring, agent well-being, and patient satisfaction. The platform enabled objective scoring, better coaching, and recognition for agents. Inizio Engage now uses agent health metrics to support mental health and is scaling conversation intelligence across the organization.
Kelsey-Seybold Clinic
- Hospital & Health Care
- Large
Houston, USA
Kelsey-Seybold Clinic used CallMiner to improve patient experience and call center performance. The clinic has over 360 contact center agents... handling two million transactions each year. Manual review of every conversation was not possible. CallMiner provided automated reporting and insights into patient and agent performance. This helped Kelsey-Seybold identify what worked and where to improve.
UPMC Health Plan
- Hospital & Health Care
- Very Large
Pittsburgh, USA
CallMiner helped UPMC Health Plan analyze and score 100% of member calls. Before, only 10 calls per month were reviewed... manually, limiting coaching and feedback. With CallMiner, agents now get daily World Class Call Scores and targeted coaching. The team increased appointment scheduling by 200% and reduced call volume by 187,470 calls. UPMC also came in 9.35% under budget and improved member satisfaction.
Workhuman
- Information Technology And Services
- Large
Dublin, Ireland
Workhuman used CallMiner’s conversation intelligence platform to automate quality assurance for its customer service team. Manual QA audits that took... up to 45 minutes per case were replaced with automated scorecards and real-time feedback. This change saved up to two hours a day in manual work and avoided €1.4 million in self-build costs. Agent performance improved, with 98% meeting or exceeding quality targets and agent perception of QA rising to 93%. Customer satisfaction increased by 0.4% even as contact volume grew 5% year-over-year.
BPO division of NTT
- Information Technology And Services
- Very Large
Tokyo, Japan
CallMiner helped the BPO division of NTT analyze 100% of customer interactions. Manual QA reviews missed key insights, but CallMiner... enabled omnichannel Voice of the Customer analysis. The team improved agent coaching with real-time, data-driven feedback. Clients saw a 30% increase in sales per hour and a 46% rise in NPS scores. Retention rates improved by 8% over 10 months. The solution delivered better analytics and enhanced customer experience.
Radial
- Information Technology And Services
- Large
King of Prussia, USA
Radial used the CallMiner conversation analytics platform to improve feedback for its 2,000-4,000 agents. The company replaced traditional surveys with... CallMiner, analyzing 100% of customer interactions across voice and digital channels. This helped Radial identify trends, improve customer experience, and share insights across departments. The solution enabled faster reporting, better sentiment analysis, and process improvements, such as optimizing email order cancellations. Radial expanded these insights beyond the contact center, driving measurable business improvements.
Hospitality Case Studies and Customer Success Stories with Callminer Eureka Coach
Gant Travel
- Hospitality
- Small
Bloomington, USA
Gant Travel used CallMiner to monitor 100% of its call center interactions. Before, they could only review 2% of calls... and had low accuracy in agent dispositions. With CallMiner, disposition accuracy rose to over 80% and feedback frequency increased by 400%. The solution automated QA, reduced supervisor workload, and helped cut customer hold times to about seven minutes during COVID-19. Gant Travel also freed up over 100 agent hours in the first month by optimizing call drivers and IVR.
Holiday Inn Club Vacations
- Hospitality
- Very Large
Orlando, USA
Holiday Inn Club Vacations needed help with compliance in their collections process. They used CallMiner to monitor 100% of calls... with just one person. The solution helped them spot trends and respond to owner needs at the agent level. In the first year, they achieved a 4x ROI, mainly by using the silence feature. CallMiner made it easier to follow regulations and improve performance.
Financial Services Case Studies and Customer Success Stories with Callminer Eureka Coach
USCB America
- Healthcare
- Medium
Los Angeles, USA
CallMiner helped USCB America ensure 100% compliance in patient conversations. Before using CallMiner, USCB America struggled to give timely feedback... to employees and keep calls compliant. With CallMiner, they improved operations and cut employee onboarding and training time by 50%. The solution made it easier to monitor calls and boost internal efficiency. USCB America now delivers better results for healthcare clients.
CallMiner conversation analytics helped Hoist Finance improve business operations in the UK. Hoist Finance supports six million customers in 11... European countries with debt repayment. The company wanted to ensure consistent, responsible, and ethical customer interactions. By using CallMiner, Hoist Finance launched conversation analytics to enhance contact center performance and customer experience.
Insurance Case Studies and Customer Success Stories with Callminer Eureka Coach
FCT
- Insurance
- Large
Oakville, Canada
FCT used CallMiner to analyze 100% of customer interactions, moving beyond quarterly surveys. This gave them real-time, data-driven insights into... customer sentiment and needs. The company improved agent coaching and product development using AI-based feedback analysis. They saw a 73% drop in calls and saved $21,000 by adjusting agent scripts. FCT now uses customer insights to inform marketing, sales, and cross-departmental strategies.
VitalityHealth used CallMiner Eureka, recommended by Davies Consulting, to automate quality assurance for over 1 million annual customer calls. The speech analytics... solution replaced manual call listening, allowing 100% of calls to be analyzed for compliance and service quality. This improved advisor coaching and freed up the quality team for other priorities. The project won two industry awards for its impact on customer experience and claims management. Advisors responded positively to the objective, data-driven feedback.
Telecommunications Case Studies and Customer Success Stories with Callminer Eureka Coach
Top American wireless company
- Telecommunications
- Very Large
USA
CallMiner helped a top American wireless company fix inconsistent customer experiences. Alorica used CallMiner’s AI to analyze every customer call... and find what made some agents more successful. The AI showed that empathy in conversations led to higher satisfaction. After using empathy-focused coaching, eNPS scores rose from 60 to 80 in less than a month. 4.7% of agents became top performers in just one quarter. The company now uses real-time AI insights to improve every customer interaction.
SiriusXM used CallMiner to improve customer satisfaction and gain deeper insights from customer conversations. The company wanted to better understand... what customers were saying about their service. CallMiner helped SiriusXM collect and analyze data from customer interactions. This allowed SiriusXM to drive improvements in direct marketing and customer care. Leaders at SiriusXM say CallMiner supports efficiency and helps the business learn what customers want.
Estafeta
- Transportation/Trucking/Railroad
- Large
Mexico City, Mexico
CallMiner OmniAgent helped Estafeta cut average call handling time by 78%, from 420 seconds to 90 seconds. The AI-powered voicebot,... Beatriz, automated millions of customer interactions and enabled zero wait times. Estafeta increased call capacity by 120% and improved customer satisfaction, with 88% of users rating the experience highly. The solution freed up agents to handle complex issues and made it easy to scale new processes. 89% of customers found it easy to get the service they needed.
Serco used CallMiner’s AI-driven conversation intelligence to analyze 100% of customer interactions. Manual call monitoring limited insights and slowed response... to customer needs. With CallMiner, Serco improved service quality, raising Quality Monitoring Scores by 4.05%. The platform flagged compliance risks and enabled early intervention for vulnerable customers, identifying 2,500 safeguarding alerts in one quarter. Real-time analytics also boosted employee training and revealed 15 new operational opportunities per month.
Automotive Case Studies and Customer Success Stories with Callminer Eureka Coach
AAA Auto
- Automotive
- Large
Prague, Czech Republic
CallMiner OmniAgent helped AAA Auto improve customer experience with advanced voicebot automation. The solution enabled AAA Auto to handle requests... in four languages and recognize 88% of topics in customer calls. The company saw a 35% reduction in unrecognized requests and 1,264 customers completed the NPS survey. The voicebot achieved results comparable to human agents and often exceeded them. AAA Auto can now easily monitor and evaluate customer satisfaction campaigns.
CallMiner OmniAgent helped De Vries Group increase debt collection accounts receivables by 362%. The company used AI-driven analytics to improve... contact center efficiency. The solution enhanced agent performance and optimized recovery rates. De Vries Group saw better results in collections with CallMiner's technology.
RDI Corporation
- Business Process Outsourcing
- Large
Cincinnati, USA
CallMiner helped RDI Corporation analyze over 13,000 customer calls to uncover conversion issues and improve client retention. Using conversation analytics,... RDI identified that 60% of calls were not eligible for conversion and recommended process changes, better data access, and enhanced training. RDI also used CallMiner to win new business by providing actionable insights to prospects, including a large bank. Automating QA processes with CallMiner led to a 40% reduction in headcount while maintaining KPIs. RDI now grades calls three times faster and has created a new revenue stream with analytics services.
ResultsCX
- Business Process Outsourcing (BPO)
- Very Large
Fort Lauderdale, USA
ResultsCX used CallMiner’s AI-powered analytics to analyze 42,000 customer interactions for a major health insurer. The platform helped identify that... 85% of calls were about coverage complaints, not company issues. ResultsCX used these insights to coach agents on sales-compliant language and script adherence. They improved agent performance and customer satisfaction by targeting specific call drivers. The team now plans to expand data-driven strategies for better retention and sales outcomes.
